Customer experience should never surpass that of your employees. If employees are feeling strain and stress, customers will feel that, making investment redundant and targets unachievable. However, if your employees feel the goals and drive of the business, so will the customers.

Learn how through shifting accountability from your insights and CX back-office teams you can prove achievable ROI from your CX activities; avoiding a constant need to justify your teams' existence. By instead driving the utilization of effective investments across departments you can be sure to deliver innovative internal processes to differentiate across an increasingly competitive landscape.