Use The RASCI Responsibility Matrix To Align Customer Insights Work With Customer Experience

August 2nd, 2021
With contributors:
Srividya Sridharan , Chandler Hennig


Everyone’s job is no one’s job — which is why you need a clear responsibility and ownership matrix for all essential functions. A RASCI matrix can help organizations clarify and align on the responsibilities of specific job roles in the context of a specific process. Customer experience (CX) and customer insights (CI) leaders working with business partners can use our downloadable RASCI matrix tool to align on specific opportunities to improve the customer experience and drive concrete business benefits.

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