Effective Collaboration Between CX and Customer Service: A Guide to Strengthening CX Together

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This monograph focuses on the roles and responsibilities of the customer service department, outlining how CX professionals can work more effectively with their customer service teams to achieve business and customer goals. The book outlines common department structures, business challenges, and success metrics for customer service departments, and explains strategies and tactics CX professionals can use to improve collaboration and achieve shared goals and objectives in improving customer experiences and generating better business outcomes.