The introduction of a customer experience (CX) system marks a big change to the business strategy of a company.
The implementation of a CX system covers many aspects of business enterprises, which increases the possibility of errors during deployment.
A CX system brings a new approach to the organization within a company, and companies need to ensure that their employees are ready for the new system. It is therefore important for everyone within the company to have a flexible attitude and to appreciate the benefits of a CX system.
In this chapter, we will gain an understanding of the following:
- Objectives of a CX strategy
- Planning a project
- Understanding project management methodologies
- Beginning the project planning
- Exploring implementation phases
