The CX Leader’s Guide To Customer Obsession

October 13th, 2021

Rick Parrish Vice President, Research Director

With contributors:

Summary

Customer experience (CX) leaders play a central role in customer obsession: They must organize stakeholders across the enterprise to create a consistent, high-quality experience that aligns with the organization’s expression of customer obsession. A key part of this role is helping the company’s leaders keep the customer at the center of everything they do. That’s why CX leaders should help ensure that: 1) the company has an actionable expression of customer obsession; 2) leaders have relevant customer insights; and 3) the company has a clear strategy for determining its stances on social issues.

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