People Who Transform An Experience-Driven Organization

This stakeholder map is designed to help customer experience professionals plan and coordinate activities across roles and functions as well as clarify the responsibilities of participants in the transformation to an experience-driven organization. It includes an overview of the customer experience maturity framework that forms the basis of the transformation, identifies the most important stakeholders who'll need to participate in the transformation, and explains why those stakeholders are critical to success. The report also includes a downloadable spreadsheet-based grid, which can be customized for your business.