The Federated Customer Experience Model
When a company starts its CX journey, it often establishes a centralized team to build the necessary internal capabilities and catalyze change. In its 2012 report, The Future of Customer Experience, Temkin Group identified the need for CX efforts to become more federated. CX Transformist Aimee Lucas will share findings from her recent research on how companies are focusing more on embedding CX capabilities across departments and functions through a federated CX model -- defined as a structure for enabling and coordinating a distributed set of CX capabilities.
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