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Research

Activating Executive Commitment

Organizations that want to drive sustainable customer experience (CX) improvements need to have senior executives who are committed to propel change throughout the entire journey. Successful transformation efforts require senior executives to set the direction, lead communication efforts, model desired behaviors, align resources, and hold the rest of the organization accountable. However, CX leaders and their teams often struggle to obtain the commitment and involvement necessary from senior executives to ensure these change efforts succeed. This report includes a model for how CX teams can effectively engage their senior leaders, 24 best practices from companies to illustrate how these levers work, and an assessment CX leaders can use to identify the commitment stage of their senior executives and offer advice on which of the six levers can have the greatest impact by stage.

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