Even in the best circumstances, taking on a new CX leadership role is daunting. On top of the typical challenges of any new career step, CX leaders have the added challenge of preparing to influence change across the organization. New CX leaders are likely to be bombarded with advice on what to do and how to do it – sometimes helpful, sometimes contradictory, and other times just the wrong fit for the particular circumstances of their organization. CXPA, the association for CX professionals, understands this challenge and has partnered with market leaders Quadient and Heart of the Customer to conduct independent consensus research on these issues.

Download this report to view the journey map and key insights from interviews with over two dozen CX leaders from North America and the UK to uncover critical moments for customer experience professionals as they seek to effect customer-centric change for their organizations.