Five easy ways to power CX collaboration — and success

View the infographic to learn five collaboration strategies to break down silos and advance CX transformation

Customer experience (CX) success doesn’t happen in a vacuum. CX leaders must bring teams, functions, departments, and organizations out of their silos to advance business goals.

Only through a collaborative effort can you align resources with CX priorities — and bring transformation from idea to reality. Yet getting teams together on CX collaboration is easier said than done.

View this infographic to explore the five strategies you can use to align CX stakeholders with your vision. You’ll learn proven ways to bring everyone together on CX goals and:

  • Core CX strategies essential for transformation.
  • CX objectives vital to team success.
  • Shared benefits of collaboration you may be missing

Strategy one

Build An Insights Engine

Objective:

Identify moments of truth that affect customer loyalty. Seek out changing patterns in customer behavior.


Shared Benefits:

Improved responsiveness to customer needs and expectations; positioned to move on market trends before competitors do


Works Well With These Functions And Teams:

  • Data and insights
  • Marketing

Strategy two

Translate The CX Vision To Daily Behaviors

Objective:

Connect the CX vision to everyday work on the front line and in the back office.


Shared Benefits:

Colleagues are empowered to make decisions that boost CX within each functional area and business line, as well as to foster an increased sense of purpose among employees.


Works Well With These Functions And Teams:

  • Brand
  • Culture
  • Employee experience

Strategy three

Break Silos In Customer Journeys

Objective:

Break down organizational boundaries in service of the customer.


Shared Benefits:

Enable an improved ability to see the organization from a customer’s point of view. Seams are smoothed out in key journeys, leading to better customer outcomes and internal collaboration.


Works Well With These Functions And Teams:

  • Cross-functional teams involved with key customer journeys

Strategy four

Improve Processes

Objective:

Tap operational expertise to improve process efficiency and customer outcomes.


Shared Benefits:

Adoption of a test-and-learn approach; demonstration of tangible improvements that incrementally build support and budget


Works Well With These Functions And Teams:

  • Operations
  • Process improvement teams

Strategy five

Boost New Customer Growth

Objective:

Drive sustainable growth by improving prospect-to-purchase and enrichment journeys.


Shared Benefits:

Delivery of an outsize impact on strategic growth initiatives


Works Well With These Functions And Teams:

  • Sales
  • Strategy
  • Product
  • Marketing

How can you get stakeholders excited about CX?

Watch our webinar to learn how to grow CX influence and investment by connecting CX work to bigger goals. 

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