In this market landscape, customer experience (CX) strategies are a central business focus. Year after year, organizations strive to align on outside-in, customer-led ways of operating. The workforce is integral to CX strategy because neither one team nor one function can enable the end-to-end experience or the ability to continuously adapt. Instead, cross-functional adoption is a requisite. In other words, the ways that organizations empower employees to engage with one another will position them to compete on CX, the coveted high ground for competitive advantage. In this piece we explore five critical opportunities to transform toward outside-in, customer-oriented ways of operating and collaborating through the workforce.
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