在今天的快速和相互关联的世界中，消费者预计与各种渠道和产品跨越公司的顺利，联合国互动。对高质量客户旅程的需求为组织创造了业务挑战。Broad-scope user experience, commonly referred to as customer experience (CX), goes beyond traditional, interaction-level user experience and seeks to design good, cohesive, and connected customer journeys, but this discipline cannot simply be stacked upon a company’s existing infrastructure, strategy, and internal practices. For CX work to thrive at scale, beyond one-off initiatives, companies must develop a supporting operational ecosystem that allows for quick reaction to customer needs. Creating this ecosystem requires organizations to transform their internal operations to resolve challenges that legacy business practices impose on CX-related business goals.
本报告是基于的20次深入访谈with customer-experience leaders across many industries and in varying roles, including executives, directors, and consultants. It synthesizes insights obtained from these interviews, along with themes from a large-scale literature review of research and resources relevant to these challenges and the ways organizations seek to resolve them. The report also includes29例研究强调团队如何通过开发CX计划，文化计划，新团队和员工结构以及更多的作品。许多人是成功的故事，展示了有效的策略，导致成熟的CX操作。有些人从努力没有效力的团队中吸取教训。