This past June, my colleague Rick Parrish alerted customer experience (CX) professionals to a dire problem: their networks of customers, partners and employees that affect customer experiences are fundamentally broken. Rick's diagnosis reveals numerous organization, culture and partnership issues across businesses' sprawling CX ecosystems. I admit it -- this description makes the challenge of fixing these problems sound daunting. So, where do you start?
The problems Rick identified in CX ecosystems seem to be the result of ossified organizations, cultures and business relationships. This means CX leaders must drive new levels of responsiveness and creativity into their ecosystems. And the way you drive these attributes into your ecosystems is to seize the concept of business agility. My colleague Craig Le Clair outlined 10 dimensions of business agility that provide the market, organization and process framework necessary to embrace market and operational changes as a matter of routine. This is merely setting the strategy, though. Executing on this requires a marriage between the business and technology strategies.Read more