Organizations that want to provide great customer experience (CX) reliably must master CX management because even a track record of high-quality CX is no guarantee it will continue. Mature CX management means performing key activities across the six essential competencies of CX management — with discipline. In this episode, Principal Analyst Rick Parrish explains what it takes to master CX management and whether that’s even the right strategy for your organization.

* Gauge Your CX Management Maturity

* The State Of CX Management Maturity, 2018

* The CX Transformation Playbook