How to get into CX coming from a strategy background?

HI Everyone – I currently work in advertising as an engagement strategist. My focus is on the understanding how and where consumers get their information to better inform the channels and tactics used in advertising. My background is in pharmaceuticals. I want to pivot more towards CX. There is no engagement strategy subreddit and Engagement Strategy isn’t a fully evolved discipline with certificates, established conventions, and unified processes. I am very interested in thinking holistically about the customer experience overall and I feel like my strategy background and experience with tactics and channels would help me understand the consumer. Do I need some certificates, books to read, or classes to take to bridge any knowledge gap?
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