Designing and managing a customer experience strategy is a significant undertaking. The scope and importance of such programs warrant having a team with the necessary resources for deploying the initiative, monitoring the activity and measuring the impact. While the size and scope of the team will vary, it is essential to establish a team and provide the right resources to ensure success. World-class team and resources occurs when:
- There is a clear owner or customer champion whose responsibility is to create a relentless focus on the customer throughout the organization.
- There is a cross-functional team in place responsible for deploying customer experience initiatives.
- There is a network of customer advocates – leaders throughout the company who encourage the use of customer intelligence.
- Support resources are in place. These may include support from finance, communications, IT and/or human resources. Also, third-party solution providers receive adequate time for their role in customer experience initiatives.