How can you gain altitude as a CX leader?

Over the last couple of years, I’ve come across lots of articles in the customer experience space that focus on topics such as the ideal organisational set-up to succeed at CX; what titles CX leaders should aspire to; what the ideal reporting line is for CX leaders, and so on. Whilst the different perspectives on this are interesting, I feel these points of view fall short of providing the kind of practical advice which can help customer experience leaders succeed in their roles, as the guidance centres on areas that fall outside of their individual control.

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5 Shocking Things Even Big Brands Are Failing At

If you are a smaller contact centre it is quite normal to sigh wistfully at the bigger centres and wish you had their budgets for technology and resources. In our latest guest editorial by Carolyn Blunt (Growth & Client Success Director at Davies Learning Solutions) she talks about 5 shocking things she has noticed that even some big centres are not getting right!

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