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Five Competencies for CX Success

Download the ultimate guide to Customer Experience Management, the authoritative document on CX Success. This document reviews the 5 core competencies critical to achieving the business goals that matter, from customer loyalty and retention to customer lifetime value and customer acquisition.

What are the five competencies for CX Success?
Scroll to read the summary of each pillar.


Continuous Innovation

CXM


Culture and Leadership

Customer
Experience
Management


Connected Employees

Customer Intelligence

CX Mgmt System
 
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Great customer experience is not only a tagline. It delivers better business results.

This guide provides a description of customer experience management and the outcomes mature programs deliver, centered on five core competencies

Culture and Leadership

Gain executive sponsorship, publish CX values, align departments on common customer objectives, and benchmark against competitors.

Customer Experience Management System

Deploy operationally integrated programs that capture omni-channel feedback along the customer journey, identify key satisfaction drivers, and use those insights to improve the customer experience.

Customer
Intelligence

Gather holistic, authoritative views of customers and drive systematic, strategic initiatives to improve their experience.

Connected Employees

Measure and act on employee engagement, empowering employees and instilling customer-centricity across the ranks.

Continuous Innovation

Build programs that scale quickly, and test continuously to drive continuous customer experience improvement.