Jumpstart Your Role: Customer Contact & CX
A Step-by-Step Guide
Add bookmarkNew-to-role customer contact and CX executives are looking to accelerate the time required to add value to their new enterprises. As functional leaders, it is critical for customer contact and CX executives to learn existing processes, methods and challenges at their new organizations before setting a strategy. This also comes in handy for quarterly reviews and strategic planning meetings.
This roadmap provides guidance on identifying the current state of the organization, key external perspectives, and an optimal plan for a future organizational state for these areas:
- Functional Management
- Employee Experience
- Customer Experience
- Technology & Partnership Decisions
CMP Research is the research and advisory arm of Customer Management Practice, which brings you Customer Contact Week. We deliver independent, provider-agnostic insight and tools to help customer contact leaders make better decisions faster amid transformation.
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CMP is the organization behind Customer Contact Week, Customer Contact Week Digital, Customer Contact Week Exchanges, Customer Engagement Insider, and Design & Innovation Exchanges.