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Research

The Federated Customer Experience Model

When a company starts its customer experience (CX) journey, it often establishes a centralized team to build the necessary internal capabilities and catalyze change. However, that team’s effectiveness can be limited by a number of things, including divided attention within lines of business and a lack of resources to reach across the company. To succeed in the long-run, companies need to focus more on embedding CX capabilities across departments and functions through a federated CX model.

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