How to Take Your Customer Experience Programme from Good to Great

In March 2016, Temkin Group published their report “The Federated Customer Experience Model”. The Report proposes that enterprises adopt a ‘federated CX model’ i.e. maintaining a ‘CX Centre of Excellence’ while embedding CX capabilities in departments and functions across the company. The best way to “sustain CX success” the Report states, is by “infusing CX capabilities across the entire enterprise”.

This is an argument for enabling and empowering employees and for coordinating CX action across the enterprise, and is one to which we assiduously subscribe. In fact, we think this approach is exactly how to take your CX programme from good to great.

This paper explains how to go about it.

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