A centralized customer experience (CX) team is an essential component of CX efforts as it works with leadership to set the strategic direction of the CX program and defines the standardized methodologies, tools, trainings, processes, and procedures used across the organization. This core team is also responsible for circulating best practices and recipes for success along with generally managing the portfolio of CX activities on a daily basis.

Use this worksheet to help you identify your centralized CX team’s current responsibilities as well as opportunities to expand and strengthen the areas the team owns and manages. For additional inspiration and examples of how to own and manage CX responsibilities, read the original report, The Federated Customer Experience Model.

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