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Who does Meta Reality Labs turn to to help them navigate CX improvements across the organizations that they work with? Pegah Valeh, Head of Global CX at Meta Reality Labs, discusses the benefits of establishing a CX champion community.

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One of the other things that we did, which we saw a lot of success with was establishing a CX champion community, which is a community of people, stakeholders across the organization. They are the bridge between us or customers basically and their own team. They're the one help us navigate their own team because we partnered with a lot of different function and stakeholders in the organization. So we needed these 6 champion to be the bridge to help translate these and then help action on the insides that. We provide, so they are the first people when we find something to go to and they'll help us navigate a lot of these improvements across the organization. Thank you, Peg. I love that insight about the shared metrics and how you look at it through your organization. You know, sometimes, certainly early on, we've seen programs where the CX team is kind of focused on one side of things from a customer experience analytics standpoint. And then the business side of things is looking at an entirely different thing. It just doesn't work, it doesn't make sense. So bringing them together the way you have really helps paint the picture for everybody and. Meet people all in line with the actual goal of why we do all of this. So I really love that.

3mo

Watch the webinar now: https://bit.ly/462axS1

Virtually delivering the future of customer care | Reality Labs @Meta

3mo

Never get tired listening to you champion for CX, Pegah. We’re so lucky to have you!

Enterprise @ Meta/Facebook | LinkedIn & Apple Alumni

3mo

Well said Pegah! Great point about the role of CX champions in translation and connection to various business groups!

Marcela Calsavara

Marcela Calsavara

Market Intelligence Manager, Customer Experience, Logistics, Purchasing, Continuous Improvement

3mo

Love this! Thanks for sharing good ideas Pegah Valeh

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