CX Operating System: Scaling the Adoption of a CX Program
Change the narrative of justifying the need for CX, into demonstrating value for customers, employees and shareholders through the use of broadly known and popular business practices.
Key takeaways:
Understanding of business practices that can be leveraged in support of CX: TQM, Lean Six-Sigma, Agile Project Management
How to design a CX Operating System
Supporting adoption with Structured Change Management