How To Report

How To Set Employee Goals That Drive Great CX

Balance Accountability And Empowerment Across The Organization To Improve Customer Journeys

April 27th, 2016
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
Samuel Stern, null
Samuel Stern
With contributors:
Dylan Czarnecki , Michael Gazala , William Willsea , Kara Hartig

Summary

Companies must align employee goals with desired customer metrics to deliver better experiences. To get it right, companies must make employees accountable for parts of the experience that they control. And in turn, customer experience (CX) pros must develop training and tools to help employees assume accountability. This report details how CX pros can empower employees to assume accountability for customer experience results.

Want to read the full report?

Contact us to become a client

This report is not available for purchase at this time.

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.