Today’s customer feedback world is extremely complex with data coming from a variety of sources. With the growing number of cross-functional teams and silos within an organization, leaders have been finding it increasingly difficult to capture the full 360-degree view of the customer to drive true change within an organization. While it’s clear that problems exist, what’s less straightforward is why CX practitioners face these challenges and how governance can make a big difference.
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The Critical Importance of Governance to CX Success
Posted by: Roberta O'Keith February 9, 2019 05:00 AMToday’s customer feedback world is extremely complex with data coming from a variety of sources. With the growing number of cross-functional teams and silos within an organization, leaders have been finding it increasingly difficult to capture the full 360-degree view of the customer to drive true change within an organization. While it’s clear that problems exist, what’s less straightforward is why CX practitioners face these challenges and how governance can make a big difference.