Aligning people, processes, and systems around CX

Customer experience does not sit within a single function. This engagement focuses on coaching CX leaders and key stakeholders — including training, retail, operations, marketing, and customer service — to work together around a shared CX vision.

Through structured coaching and facilitation, teams gain clarity on roles, handovers, systems, and governance required to deliver a seamless, consistent experience across touchpoints.

Focus areas include:

• Aligning cross-functional teams around CX priorities

• Clarifying ownership across the customer journey

• Integrating training, systems, and processes and KPIs

• Supporting CX governance and decision-making