265: Assurant – How To Structure CX In A Decentralized Organization

Choosing how to organize and operate a customer experience (CX) team depends on many factors, including the business's maturity, goals, structure, and culture. In this episode we're joined by Deborah Cornwell, Senior Vice President of Customer Experience at Assurant, to discuss how they've structured their CX team in a large, decentralized organization. Click the titles below for more on this topic: Evaluate Your Customer Experience Function's Maturity Establish The Right CX Governance To Coordinate Enterprise Customer Focus B2B2C Journey Mapping: Mapping The End-Customer Experience

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Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.