Source: Forrester
The article addresses a common question faced by many organizations regarding the optimal placement of their Customer Experience (CX) functions. Although many seek a definitive answer, the author suggests that the ideal positioning often varies depending on individual organizational contexts and structures.
Over the years, insights gained from numerous CX leaders indicate that various factors influence the effectiveness of CX function placement. These include leadership styles, company culture, and the overall strategic goals of the organization. Understanding this complexity is crucial, as the implications of misplacement could impact the success of customer engagement efforts and ultimately, the bottom line.
👉 Pročitaj original: Forrester
