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New teams and new rules for customer experience


The experience revolution

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This third report in the IBM IBV Customer Experience (CX) series explores the deep impact CX reinvention is having on organizations and their employees. Leaders are revising their talent strategy, their skills mix, the alignment of organizational functions, processes and even the type of expertise they need in the C-suite. Many financial Outperformers in our survey are using this time of CX transformation to enhance their employee experience (EX). We reveal what they are doing differently, including their approach to change management, and provide practical recommendations based on leading practices the Outperformers are following.  


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Meet the author

Carolyn Heller Baird, Global Research Leader for Customer Experience and Design, IBM Institute for Business Value


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