What Does a Customer Experience Team Do? A customer experience team facilitates prevention of customer issues, to ensure what’s delivered matches what’s promised.

There are different types of customer experience teams. Your company probably has many existing work groups who are shaping and delivering what customers experience. All of these efforts should report dotted-line to the Chief Customer Officer. A relatively small core team reporting directly to the Chief Customer Officer should be facilitators of every work group’s issue-prevention and trust-building. This is the path to almost-automatic experience excellence.

When every customer touchpoint reports directly to the Chief Customer Officer, then the non-customer-facing work groups tend to abdicate their responsibility to be aligned with customers. They assume all of that is being handled by customer-facing people. In reality, a large percentage of customer issues is inadvertently caused by non-customer-facing groups. This is why your whole company’s ecosystem must be in-tune with customer expectations, to ensure excellent performance for customers. Being in-tune minimizes waste and maximizes success of every growth initiative, which means maximum value for investors.

See also: Customer Experience Playbook

This is a glimpse into what you gain from ClearAction Experience Leadership Mastery.

What You Can Do to Master Experience Leadership

  1. Get a sounding board for work you have underway.
  2. Request a rapid action template session to kickstart your progress in any area.
  3. Enroll your senior leadership team and board in our 2-hour C-Suite Guide to CX Growth working session.
  4. Enrich your experts’ wisdom in this direction via Experience Leadership for Experts and Executives.
  5. Redirect your CX/EX/PX strategy to this sensible approach by encouraging all experience managers (customer, employee, partner experience) to learn the full spectrum of skills needed: FoundationalIntermediateOngoing.
  6. Apply ongoing wisdom with your whole department in the Experience Value Exchange.

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Experience Leadership Mastery for everyone

customer, partner & employee experience excellence

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