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Intro: The CX Transformation Playbook
1-Discover
EXECUTIVE OVERVIEW-Why And How To Lead A CX Transformation
VISION: Improving CX Through Business Discipline Drives Growth
2-Plan
ASSESSMENT: Gauge Your CX Management Maturity
STRATEGY: The Five Essential Steps To Plan Your CX Transformation
BUSINESS CASE: The ROI Of CX Transformation
3-Act: Beginner Level
RESEARCH: Establish Your Experience Research Practice
PRIORITIZATION: Build A Strong Foundation For Your CX Prioritization
DESIGN: Establish Your Experience Design Practice
ENABLEMENT: Five Steps To Enable Customer Experience Delivery
MEASUREMENT: How To Establish A CX Measurement Program
CULTURE: Establish Your Culture Work Practice
4-Act: Intermediate Level
RESEARCH: Scale Your Experience Research Practice
PRIORITIZATION: Level Up Your CX Prioritization By Thinking In Multiple Dimensions
DESIGN: Scale Your Experience Design Practice
ENABLEMENT: Focus On Process, Technology, And Collaboration To Enhance Employee Enablement
MEASUREMENT: Elevate And Scale Your CX Measurement Program
CULTURE: Scale Your Culture Work Practice
5-Act: Advanced Level
RESEARCH: Evolve Your Experience Research Practice
PRIORITIZATION: Advance Your CX Prioritization With Forrester’s Modeling Tool
DESIGN: Evolve Your Experience Design Practice
ENABLEMENT: The Five Factors That Supercharge CX Enablement
MEASUREMENT: Three Imperatives For Advanced CX Measurement Programs
MEASUREMENT: Three Imperatives For Advanced CX Measurement Programs
6-Optimize
BENCHMARK: The State Of CX Management Maturity, 2020
7-misc
What is CX Transformation?
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Intro: The CX Transformation Playbook
A laser-like focus on customer experience (CX) is the best path to business success. tenten has proven this by analyzing major brands' financial results and showing that they correlate with how..
rsanCX Transformation
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EXECUTIVE OVERVIEW-Why And How To Lead A CX Transformation
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