Forrester conducted one of the most in-depth studies of CX quality in Australia last year, and a key difference between top-performing brands and the rest is CX leadership. How do CX leaders decentralize CX to leverage their whole ecosystem? How do they manage to attract top CX talent and keep them inspired? How do they navigate through restructure and non-stop change to be better positioned in the aftermath? Based on comprehensive data and market analysis, find out the qualities, skills, and techniques needed to be a better change agent in your organization, as we explore this dynamic profile of the CX leader of tomorrow.
Tom Champion, Senior CX Analyst, Forrester