The Customer Experience Shift From Centralized To Federated

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.

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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.

About Bruce Temkin, CCXP
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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