Core Business Operations

Sales

• What CX needs from Sales: Accurate customer expectations set, detailed lead information, communication of customer feedback from sales calls.

• How to engage: Provide sales with CX insights for improved sales conversations, collaborate on onboarding processes, offer training on customer-centric selling.

Marketing

• What CX needs from Marketing: Consistent brand messaging, accurate product/service information in campaigns, clear calls to action, customer segmentation data.

• How to engage: Share customer feedback for campaign optimisation, collaborate on customer journey mapping, ensure CX principles are embedded in marketing content.

Product Development/Engineering

• What CX needs from Product: Understanding of product roadmap, clear communication about new features/changes, commitment to user experience design, quick resolution of product bugs.

• How to engage: Provide customer feedback on product usage and pain points, participate in user testing, advocate for customer-centric features, share insights on customer unmet needs.

 Operations/Service Delivery

• What CX needs from Operations: Efficient and consistent service delivery processes, clear communication on service status, proactive issue resolution, and adherence to service level agreements (SLAs).

• How to engage: Collaborate on process improvements, share customer feedback on service quality, develop shared metrics for service excellence, help identify root causes of operational issues impacting CX.

Customer Service/Support (While often part of CX, it's crucial to consider them as distinct for this exercise if your role is higher-level CX)

• What CX needs from Customer Service: Detailed customer interaction data, identification of recurring issues, insights into common customer pain points, and effective issue resolution.

• How to engage: Partner on training and development, provide tools and resources, analyze customer feedback together, establish feedback loops for continuous improvement.

Enabling Functions

Finance/Accounting

• What CX needs from Finance: Understanding of pricing strategies, clear billing processes, support for customer refunds/credits, and insights into customer lifetime value (CLTV).

• How to engage: Demonstrate the ROI of CX initiatives, collaborate on billing transparency, provide feedback on financial processes impacting customers.

Human Resources (HR)

• What CX needs from HR: Support for a customer-centric culture, training and development for customer-facing roles, and employee engagement strategies that impact customer experience.

• How to engage: Collaborate on onboarding programs, share CX principles for internal communication, provide feedback on employee training needs related to CX.

IT/Technology

• What CX needs from IT: Reliable systems and platforms, secure data management, integration of customer data across systems, and support for CX tools and technologies.

• How to engage: Collaborate on system requirements for CX initiatives, provide user feedback on technological touchpoints, ensure data privacy and security for customer information.

Legal/Compliance

• What CX needs from Legal: Clear understanding of customer-related regulations, guidance on privacy and data protection, and support for fair customer policies.

• How to engage: Ensure CX initiatives comply with regulations, collaborate on customer terms and conditions, provide input on customer-facing legal language.

Procurement/Supply Chain

• What CX needs from Procurement: Quality and reliability of suppliers, ethical sourcing, and timely delivery of goods/services that impact the customer.

• How to engage: Share customer feedback related to product quality or delivery issues, advocate for supplier relationships that prioritise customer satisfaction.

Specialised/Niche Departments (depending on your business)

Research & Development (R&D) (If distinct from Product Development)

• What CX needs from R&D: Insights into future innovations, understanding of scientific/technical developments, and opportunities to provide customer insights for new offerings.

• How to engage: Share insights on emerging customer needs and trends, provide feedback on early-stage concepts.

Analytics/Business Intelligence

• What CX needs from Analytics: Data on customer behaviour, journey analytics, segmentation insights, and reporting on CX metrics.

• How to engage: Collaborate on defining CX metrics, provide context for customer data, request specific data analyses to uncover CX opportunities.

Facilities/Retail Operations (For businesses with physical locations)

• What CX needs from Facilities: A customer-friendly physical environment, consistent branding in-store, and operational efficiency that impacts the in-person experience.

• How to engage: Provide feedback on store layout, cleanliness, and staff interactions, collaborate on physical touchpoint improvements.