Becoming CX-Centric

Written By Samantha Rivera

What are the tenets of strong CX? At ABC, it’s: 

  • Customer Journey Development 

  • Customer Analytics 

  • Customer Enablement Platforms  

  • Extensible Data (meaning, connected data across the enterprise) 

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Here, we break down what each means:

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One important caveat: designing customer journeys, customer analytics, customer enablement platforms and extensible data can only take you so far. Leadership decision-making, adequate team resourcing, effective execution, and pre-planning (and tracking toward completion) is the true key to success.  

 

As Peter Drucker (1967) puts it: Intelligence, imagination, and knowledge are essential resources, but only effectiveness converts them into results. By themselves, they only set limits to what can be attained. 

Samantha Rivera
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