The Customer Experience Shift From Centralized To Federated
December 7, 2016 Leave a comment
In the report, The Federated Customer Experience Model, we discuss the direction that mature CX organizations will eventually go in—distributing CX capabilities across the organization. It’s built on three components: CX Centers of Excellence, Enterprise CX Coordination, and Distributed CX Skills and Mindset.
Federation is not just a path for customer experience, it’s a common path for successful transformation within large organizations. Here’s why:
- Changing an organization requires a concerted effort to define the desired end state, and to align the resources and commitment to drive change. This requires a centralized model.
- Embedding behaviors in an organization requires distributed capabilities and beliefs, which needs to be disbursed and cultivated. This requires a federated model.
The bottom line: Centralized CX success leads to federated sustainability.