Report

Leverage Five Collaboration Strategies To Power CX Transformation

Build Organizational Alignment, Not Empires

June 24th, 2021
With contributors:
Harley Manning, Martin Gill, Brian Mukasa, Clarissa Skinner, Shayna Neuburg

Summary

Successful customer experience (CX) teams are collaborators, not conquerors. We identified five distinctive strategies that power sustainable CX transformation through organizational alignment, based on over 300 stories from CX teams. This report includes 20 examples of CX teams employing collaboration strategies in financial services, healthcare, retail, government, manufacturing, high-tech, telecommunications, and business services.

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