Best Practice Report

Make Sure Your CX Capabilities Are Mission-Ready

Reframe The Value Of CX With Organizational Objectives

December 22nd, 2023
With contributors:
Rick Parrish , Judy Weader , Rebecca Rose , Emanuella Santos , Shayna Neuburg


As customer experience (CX) teams evolve and grow, it’s easy for CX leaders to lose sight of why they were formed in the first place. This report describes the 14 most common business objectives for investing in customer experience and how CX leaders must sharpen their capabilities to match.

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