While the subject of internal team alignment is discussed among many of today’s sales teams and its importance is universally acknowledged, few truly understand how to organize and engage their teams to become more strategic and co-create value with customers. Given the challenges of ill-defined roles, conflicting goals, compensation discrepancies, and account control issues.

The pandemic changed the world and customer expectations, and the most successful companies recognize that their customer experience needs to change in turn. But many leaders are deploying the same digital customer experience (CX) strategies that they used in 2019, thereby risking customer defection and dissatisfaction at a time when they can least afford it. This article addresses three common CX missteps, and strategies to address them before your competitors seize the opportunity. By engaging cross-functional teams in CX discussions and understanding customer values, leaders can ensure that their brand remains relevant for years to come.