Customer experience consists of people, technology, and underlying processes. All of these building blocks need to be connected directly to the customer experience. It is also important that managers at all levels understand how their own work is connected to the company's customer experience efforts. This understanding enables all levels of the company to perform their tasks in the best possible way to support customer experience efforts.
CX implementation projects are usually hindered by resistance to changes from within the organization. It is essential that the implementation plan addresses this aspect with utmost diligence. Managing the strategy implementation process implies a good combination of the various factors and elements that contribute to the achievement of strategic goals.
The implementation process can be facilitated by certain factors. The question is how to diagnose and find those factors that will have a decisive impact on the quality of the...