Creating Cross-Functional Councils With Shared CX Goals

CMOs should act as the integrator of the customer journey, aligning teams around shared experience goals. Create a cross-functional CX council with shared KPIs—like conversion, satisfaction and retention—so every team is accountable, and marketing brings the customer voice to every decision where experience becomes a coordinated strategy, not a siloed effort. - Kurt Allen, Notre Dame de Namur University

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