Why we mapped this journey
To understand what is important for a CX leader as they take on a new role
A CX leader’s actions during their first 12 months are critical to their ability to drive impact within their organizations. While there is much anecdotal guidance available to these CX leaders as they take on new roles, the CXPA believes this group requires independent, consensus advice from other trusted CX leaders over their first year.
To gain knowledge of how best to structure efforts to assist new CX leaders, CXPA—in partnership with Heart of the Customer and Quadient—launched an initiative to map the journey of the CX leader’s first year:
Three Key Questions
- WHO ARE TODAY’S CX LEADERS?
- WHAT ARE THEY STRUGGLING WITH?
- WHAT IS KEY TO THEIR SUCCESS?
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