Finding your CX North Star
With 75% of CX initiatives seeking to accelerate digital transformation, CX can no longer be a siloed effort. The need to elevate perspectives to “journey thinking” and drive integrated roadmaps across teams and throughout the enterprise is pushing the limits of how CX has traditionally been done.
To do journey-level enterprise CX, you’ll need the right tools, the right plan, and the right approach. Join Marko Muellner, Head of CX at Concentrix Catalyst, and fellow Strategy and Design leaders as they detail proven techniques for orchestrating and delivering cohesive CX initiatives. From establishing a single source of truth through blueprints to generating alignment across the business and developing a prioritization framework and an integrated roadmap, they’ll share how their teams have delivered impactful CX change.
You’ll learn how to:
- Design a playbook for around a single view of current and future state journeys.
- How to align your CX work with business objectives.
- How to prioritize complex, enterprise-level CX improvements.