CXps 2024 | Big Idea #3 | Integrating CX Into an Existing Company Structure

I will look at how to integrate a newly formed CX team into an already existing set of processes, integrating with Billing/Product/Marketing/etc. to enhance the customer experience while continuing to provide seamless customer care. I will provide real-world examples of how a new CX team can properly be integrated into an organization that either has no CX functionality or has minimal functionality in need of expansion. I will share how to complete one of the first steps, which is mapping out all customer-facing departments along with non-customer-facing departments that still have customer impact. Then, I will explain how to begin exploring areas where CX can address gaps.