Member Since: 20th Dec 2016
[email protected] Principal
10th Aug 2020
No matter what background they have, I believe a CX head needs to focus on both the customer (CX) and employee experience (EX) to get the best results for any business. If the EX in the contact center needs attention, then they need to learn more and take action there.
What if the experience problem is with sales, would a CX head need to be a sales expert in addition to a contact center expert? Perhaps the only solution is to make the CEO the head of CX... thoughts?