Best Practice Report

Getting To Yes: Five Strategies To Earn Cooperation From CX Ecosystem Stakeholders

January 18th, 2017
Rick Parrish, Vice President, Research Director
Rick Parrish Vice President, Research Director
With contributors:
Harley Manning , Dylan Czarnecki , Scott Ross , Rachel Birrell

Summary

With customer experience (CX) competition intensifying, businesses must look beyond mere cosmetic CX makeovers. To solve the root causes of CX problems and create truly differentiated experiences, CX pros must dig beneath the thin customer-facing layers of their companies and align all stakeholders in their CX ecosystems. But gaining their cooperation is easier said than done. To help CX pros succeed, this report details five strategies and 14 specific tactics to earn real partners throughout the ecosystem who will contribute to a better customer experience.

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