Applying BoK to client and employee experience

[...]identifying and addressing pervasive systemic issues from client feedback is a challenge for CX teams. [...]client experience is a team sport and leadership needs to set the right tone by creating a culture that focuses on feedback rather than the metric itself. ISEs are primed to take a leadership role as our skills blend rational problem-solving skills with interpersonal skills (listening, differing) - a recipe critical for sustaining any transformation effort. ♦♦♦ Sreekanth Ramakrishnan, Ph.D, is the senior technical staff member at IBM Corp. and leads the CX program for systems.