Want Great CX? Make Everyone Do Their Part

Customer experience (CX) leaders must help their colleagues understand how they affect — and ultimately own a piece of — customer experience outcomes. These CX responsibilities range from call center reps using active listening skills with customers to their managers reviewing call recordings and coaching reps to be even more customer-centric to executives factoring CX impact into business decisions. This report describes how CX pros can help their colleagues take responsibility by assigning ownership of major experiences, translating the CX vision for different departments and levels, defining essential behaviors, and redesigning incentives.