Hiring The Right Customer Experience Team For Greater CX Maturity

Although customer experience (CX) teams need a diverse mix of skills, they're typically too small to afford an army of specialists. In fact, many CX leaders have just one or two direct reports when they're first starting out, and even teams that have been around for several years rarely include more than 10 people. How can CX teams provide the level of expertise their organizations need while staying within their tight budget constraints? The answer is to focus on acquiring the specific skills needed most for each successive step along the path to customer experience maturity. This report outlines which skills CX team leaders should add to their teams at each phase of CX maturity in order to make the most of precious headcount dollars.