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Steps toward achieving a world-class team and resources

Designing and managing a customer experience initiative that serves a vast organization 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 based on each organization, it is essential to establish a team and provide the right resources to ensure success. Here are three steps you can take to achieve a world-class team and resources:

  1. Start by identifying the resources aligned with your customer program and map this to your organizational structure. Are there any key areas missing?
  2. Create or refresh your team charter, ensuring its mission and goals align with the CX strategy.
  3. Assess the process used to engage the resources. Questions to consider during this step include:
    • Is the communication plan tailored for each audience?
    • Is the team being motivated to produce the right actions?
    • Are there systems or processes in place to track and communicate progress on the actions areas?

About the Author

Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit

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