Daniel-Zoe JimenezAssociate Director, Digital Transformation, IDC
The person who works for you is equally, if not more important than the person who buys from you.
Customer experience (CX) is the new battleground and to succeed employees need to be aligned toward this goal.
A happy employee is often a more productive resource, something that can contribute to the long-term viability of the organization’s customer-focused strategy.
In CX, the sole responsibility lies neither with IT nor the business. Delivering on CX requires a clearly defined strategy with meaningful metrics. Also, a true partnership between business and IT groups with shared goals is necessary. In this journey, IT must guide the business – or the CX leader – in the art of what is possible. Failing to do so, will not only compromise the organizations’ success, but also their future.
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