"How to setup a customer experience management team in an organisation?" with Thomas Linton
Description
A nod from leadership on CX strategy might not translate into an allocation of resources for executing that strategy. Setting up a Customer Experience team is a challenging and arduous process. A process, if done right, yields tremendous value.
A CX Management Team, just like other functional teams in an organisation, bring focus and accountability to customer experience. Setting up the right CX Management Team will put you on a fast track to realising your customer experience goals!
In this episode with Thomas Linton, Strategic Growth Advisor at Care Sherpa, I discuss the process of setting up a customer experience team in your company. While there's plenty written on setting up a sales or product management team, this is perhaps the first time you'd get to learn about how to organise a winning CX team.
Thomas and I discuss the following in detail:
- How to create a CX team in service of achievement of not just CX goals but the overall business goals?
- Organisation structure of a CX management team: roles, responsibilities, and KPI's.
- How to hire the right people for the right role and how to set the right goals for them?
- How to ensure the support of top management and securing resources for the CX team?
CX leaders and CEOs looking at setting up a CX Management Team must listen to this!
Connect with Thomas on,
LinkedIn: www.linkedin.com/in/thomaslinton/
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