Trends Report

Five Steps To Enable Customer Experience Delivery

February 12th, 2020

Summary

Work with senior leaders to identify an executive or group of executives to advocate for both the review of existing enablement practices and needed improvements. To ensure employees can deliver the business' intended customer experience (CX), identify issues in the network of people, processes, and technology that comprise an enabling EX. Work with enablement executive sponsors to improve collaboration between departments. Provide managers with the knowledge and tools needed to lead the workforce. Collaborate with your organization’s technologists and business unit leaders to sketch out a tech plan that supports enabling EX.

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