XM Knowledge Base
CX EBOOK
6 things IT departments can learn from CX leaders to become a key growth driver
World-class customer experience starts with employees. For the vast majority of companies, the service they deliver to their customers is their most important source of differentiation, whether that’s in their contact centers, stores, digital channels, or in back office functions like product design, marketing or finance teams.
IT teams play a vital role in providing the technology and services to employees to deliver on the company’s promise to customers. In this eBook, you’ll learn how to take CX best practices and apply them to your IT team in order to provide world-class experiences to the teams you support, helping to drive the business forward and becoming a strategic partner in transforming the organization around customer experience.
In this eBook you’ll learn:
- How to align your IT team’s strategic goals with the teams you support and tie your initiatives to tangible business value
- Steps to follow to implement a feedback system that helps you keep track of how you’re meeting the needs and expectations of teams around the business
- How to use X- and O-data to improve vendor relationships, identify new opportunities for improvement and deliver value back to the bottom line