First and foremost, your CX Champions need to be trained on the basics: your CX vision and strategy. What is it? What are you doing? Why are you doing it? How are you doing it? Whats in it for me? What is the intended customer experience? How do you deliver it? And more.
Give the team details specific to whats happening within the organization, how its going to happen, what the desired outcomes are, and how success will be defined. And dont forget to talk about the culture and the employee experience. If you dont make improvements there first, the CX work will all be for naught.
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