Mapping Competencies: Customer Experience

January 1st, 2018

Lisa Nakano

Summary

The wide-ranging activities of a B2B customer experience function must be carefully coordinated to meet the function’s goal of increasing customer engagement by optimizing customer interactions and perceptions. To meet this challenge, customer experience leaders and their teams must possess a diverse set of competencies. The first step to ensuring these competencies are in place is to assess the current state and identify competency gaps for remediation. In this report, we define basic, intermediate, and advanced competencies across five core disciplines of customer experience.

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