The role CX leaders and functions can play in driving agility within organizations.
In this episode, Mike and Paul revisit the topic of business agility, the advantage it can provide organizations when done properly, and the role CX leaders and functions can play in driving agility within organizations. They discuss some of the results identified from research completed by West Monroe Partners and the CXPA, including what are top challenges for achieving more business agility, who is leading these initiatives within organizations, and top reasons and tools that make CX Leaders successful in leading these initiatives within organizations.


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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.

Your hosts:

  • Michael Manfredo, Principal, Customer Experience
  • Paul Hagen, Senior Principal, Customer Experience
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