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how to build a CX strategy that works
- In 'Supercharging the Customer Experience,' Alan Williams and Dave Stubberfield emphasize the importance of context over content in creating great customer experiences.
- Their framework links brand identity, employee engagement, systems, processes, and measurement to enhance CX, supported by global case studies and practical tips.
- They stress the uniqueness of each organization in designing CX strategies, highlighting the significance of organizational alignment for sustained performance.
- Aligning the entire organization around a customer-centric mindset involves making every role's contribution to CX visible and reinforcing it through rituals and behaviors.
- The COO plays a crucial role in operationalizing CX strategies, breaking silos, and ensuring cross-functional fluency within the organization.
- The myth that CX is a 'nice to have' is debunked, emphasizing its role as a growth driver, revenue influencer, and key to organizational success.
- Values play a pivotal role in driving execution in CX by turning intent into action and informing decision-making at all levels of the organization.
- Frontline employees are best equipped by involving them in co-designing tools and journeys, promoting ownership, simplicity, and empowerment.
- For a new CEO inheriting a company with poor customer ratings, the advice is to focus on data collection, small wins, and clarifying vision to drive cultural change.
- 'Supercharging the Customer Experience' underscores that exceptional CX begins with internal organizational alignment rather than external touchpoints.
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