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The CX Cast
349: CX Capability-Building And Activity-Tracking
Apr 9, 2024
Su Doyle and AJ Joplin, Senior Analysts, discuss how CX teams can grow capabilities and influence. They talk about identifying necessary capabilities, using standard tools, and being orchestrators of CX activities. The podcast emphasizes the importance of structured frameworks, value propositions, professional capabilities, and collaboration for CX success.
22:31
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Quick takeaways
- Clear objectives and capabilities are vital for CX success, aligning initiatives with business goals.
- Utilizing systematic tools aids in enhancing organizational capabilities and storytelling within CX teams.
Deep dives
The Importance of Collaboration Among CX Teams
Collaboration among CX teams is crucial for developing tools to enhance customer experiences. By working together, analysts at Forrester created a collection of tools aimed at guiding CX leaders and teams. These tools provide templates and frameworks for customizing client experiences, addressing the need for clear guidelines amid the evolving landscape of CX practices.
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Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode