))
"How to setup a customer experience management team in an organisation?" with Thomas Linton
Manage episode 311489061 series 3130628
Content provided by Vivek Jaiswal. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Vivek Jaiswal or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
A nod from leadership on CX strategy might not translate into an allocation of resources for executing that strategy. Setting up a Customer Experience team is a challenging and arduous process. A process, if done right, yields tremendous value.
A CX Management Team, just like other functional teams in an organisation, bring focus and accountability to customer experience. Setting up the right CX Management Team will put you on a fast track to realising your customer experience goals!
In this episode with Thomas Linton, Strategic Growth Advisor at Care Sherpa, I discuss the process of setting up a customer experience team in your company. While there's plenty written on setting up a sales or product management team, this is perhaps the first time you'd get to learn about how to organise a winning CX team.
Thomas and I discuss the following in detail:
- How to create a CX team in service of achievement of not just CX goals but the overall business goals?
- Organisation structure of a CX management team: roles, responsibilities, and KPI's.
- How to hire the right people for the right role and how to set the right goals for them?
- How to ensure the support of top management and securing resources for the CX team?
CX leaders and CEOs looking at setting up a CX Management Team must listen to this!
Connect with Thomas on,
LinkedIn: www.linkedin.com/in/thomaslinton/
Register here to get updates in your inbox: om1.cc/cxcon
Looking for an NPS solution? Check out omoto.io
41 episodes
Share
