The Importance of Omnichannel CX Design – How to Engage and Empowered Cross-Functional Teams
CX initiatives can be led from below and can be tackled one customer journey at a time. The key is to form an engaged and empowered cross-functional team, with representation and support from multiple departments and functions of the organization. It’s critical that this team is inoculated against, and protected from, the cultural norms of silo-based thinking. Basic Steps to Consider: 1: Assign a champion to CX – they may need to convince many people to buy into the venture 2: Understand the metrics of success that senior management and executives require from changes in CX. Baseline the metrics so that they can measure the impact of CX initiatives. Full article: https://www.five9.com/blog/the-importance-of-omnichannel-cx-design
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