Cx Conversations

A nod from leadership on CX strategy might not translate into an allocation of resources for executing that strategy. Setting up a Customer Experience team is a challenging and arduous process. A process, if done right, yields tremendous value. A CX Management Team, just like other functional teams in an organisation, bring focus and accountability to customer experience. Setting up the right CX Management Team will put you on a fast track to realising your customer experience goals! In this episode with Thomas Linton, Strategic Growth Advisor at Care Sherpa, I discuss the process of setting up a customer experience team in your company. While there's plenty written on setting up a sales or product management team, this is perhaps the first time you'd get to learn about how to organise a winning CX team. Thomas and I discuss the following in detail: - How to create a CX team in service of achievement of not just CX goals but the overall business goals? - Organisation structure of a CX management team: roles,