From the course: CX Operations: Developing a Customer-Centric Operating Model
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Break down silos
From the course: CX Operations: Developing a Customer-Centric Operating Model
Break down silos
- Sometimes, the best systems are really discussions. Yes, we need process and governance to stay clear and focused, but that often starts with a discussion. To truly operationalize CX in your organization, sometimes a regularly scheduled cross-functional team meeting is a great place to start. It's important to make these meetings real. They can't just be brainstorming or loose idea sharing sessions. Here are some best practices to run your CX meeting. And if you don't already have a CX charter, you can find more information on that in my course "CX Foundations." I recommend you schedule biweekly or monthly meetings to discuss customer insights, challenges and opportunities. Here's how to structure these meetings for maximum effectiveness. Agenda setting. Create a clear agenda, with topics such as recent customer feedback, upcoming campaigns and any cross-departmental issues. Role assignments. Assign roles such as a facilitator to keep the meeting on track, a note taker to document…
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