Here are five key questions all Customer Experience (CX) professionals must ask.
Do we have the right culture? Possibly the toughest aspect to control is the culture of the organization. The company has to believe that customer initiatives are a priority and the focus on customers must be visible throughout the organization.
Do we have a good strategy in place? There needs to be a strategy in place that includes specific goals, a leader with influence, a committed team, a roadmap, and....