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The job of the CX professional is to make positive change happen for the customers as soon as possible. Time is of the essence because you’re racing against competition and rising customer expectations. Many organizations get right into the essential activity of understanding customer needs, through journey maps or surveys. But, for many companies increased investment in these upfront activities is somehow not leading to commensurate business results, which is the ultimate finish line. That’s because while customer insights are necessary, they are not sufficient. It’s like the first lap around the track. There are three more laps to race and three baton exchanges to execute. This webinar will walk through the systematic methods for managing CX all the way through to outcomes by managing those exchange zones. Learn how to go from VOC to Design, Design to Viable Model, Viable Model to Results.