Ensure overall success of your CX programs, including strategy, design, measurement, governance, and customer-centric culture.
In our third episode, we explore the different core CX competencies that organizations need to build within to ensure overall success of the CX programs, including Strategy, Design, Measurement, Governance, and Customer-centric Culture. We talk about some of our daily experiences through the use of "clues", and we highlight maturity models as our CX Tool of the Week.
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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.
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- Michael Manfredo, Principal, Customer Experience
- Paul Hagen, Senior Principal, Customer Experience