IDC PeerScape: Practices to Drive Customer Experience Using Professional Services Suppliers
This IDC PeerScape focuses on four main areas of challenge and discusses the solutions to these challenges. These areas are misalignment of priorities and lack of collaboration between IT teams and the "mainstream" business, particularly during CX transformation projects; hindrances to collaboration in enterprises, including organizational barriers and poorly designed financial and operational metrics; keeping employees engaged and enthusiastic during CX transformation projects; and keeping the interests of CX services vendors aligned with those of the organizations that they serve."Transformation of customer experience at enterprise level is a complex undertaking that generates huge challenges," says Douglas Hayward, research director for CX Services at IDC. "Success comes from getting your people and your goals aligned at every level of the organization, from empowering your people and making their working lives better and from ensuring that your strategic CX services partners are supportive, are tightly aligned with your interests, and are prepared to challenge you when you are wrong."
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