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.