CX Operating Model Blog Series - Table of Contents

This is a list of blog posts in a series about the Customer Experience Operating Model. I'll be updating this list as new posts in the series are published.

1. The CX Operating Model: Your company doesn't need a new CX operating model - just combine existing capabilities in new ways. And put product-market fit before CX.
2. Jobs To Be Done: Modern product management approaches can help you create CX solutions that help your customers do the "jobs" they need done across the journey.
3. CX Strategy = Brand Promise + Business Model: Your brand promise conveys your CX aspirations and your business model defines the way you deliver value to and capture value from your customers.
4. Why Not to Create a CX Operating Model and What to Do Instead: Having too many operating models (more than one) creates challenges you should avoid. Embed CX-oriented tools and techniques in existing processes instead.
5. Embedding CX into Strategy Management | Part 1: What Does CX Bring to the Table?: Within your strategy and strategy management processes, CX connects the dots between customer attitudes and actions and the customer and business outcomes they lead to.
6. Embedding CX into Strategy Management | Part 2: Who Is Responsible for Incorporating CX into Strategy Management?: To successfully embed CX into strategy management, you need to have a CX sponsor and a CX coach, and you also need ideators, architects, and implementers representing different parts of the company.
7. Embedding CX into Strategy Management | Part 3: How do you bring CX into your strategy management processes? | Step 1: Develop the Strategy: CX-oriented strategic planning teams bring the customer perspective to articulate the desired future state and the business objectives they'll pursue to achieve it.
8. Embedding CX into Strategy Management | Part 3/Step 2: Plan the Strategy: CX-oriented strategic planning teams bring the customer perspective as they make high-level scope, schedule, budget, and resource decisions which will guide strategy execution.
9. Embedding CX into Strategy Management | Part 3/Step 3: Align the Organization: CX-oriented strategic planning teams follow organizational change management best practices to communicate the strategic plan to employees, and mobilize them to get involved in detailed execution planning.
10. Embedding CX into Strategy Management | Part 3/Step 4: Plan Execution: Stay tuned...

The series also refers to a blog post that pre-dates the series:

• Building Blocks of Customer Experience: There are four key concepts underpin customer experience management: Customers, Jobs to Be Done, Journeys, and Moments of Truth.