The Customer Experiences (CX) that companies provide to their prospects and customers all require investment, focus, commitment, expertise and coordination to stay “healthy.” For instance, if a company’s CX leaders believed they could simply invest in a best-in-class omni-channel platform, they would be mistaken to assume that subsequent interactions with customers across an array of available channels (voice, email, chat, social, etc.) would suddenly be both effective and efficient. Technology alone is not enough.

Instead, companies must understand that improving CX requires widespread coordination and change across many areas within their organization. And each of these areas must align with a strategic and operational emphasis on customer. Our “Guide to Building a Healthy Customer Experience,” describes three fundamentals your organization must focus on to ensure the delivery of exceptional Customer Experiences.