This document is the comprehensive Customer Experience Roadmap CX Pilots used to pull a whole organization together and embrace the CX with one organizational mindset. There are 183 modular "projects" that seven business units tracked across a two year horizon.

1. CX Program Operations, Pilot Roadmap
Measure &
Assess
Sales
Building a More Agile, CX-Responsive Organization
Customer
Care
Digital/
e-Business
IT
Voice of
Customer
Social
Listenting
Customer
Support
Call
Center
People &
Teams
Process &
Workflow
Technology &
Platforms
Communications
& Support
INTERACTIONPILOTSMANAGEMENTPILOTSDELIVERYPILOTS
Marketing
CX Center of
Excellence
2016 Q3 Q4 2017 Q1 Q2 Q3 Q4 Q1 Q22018
P11
P33
P61
P12
P2
P121
P82
Establish
Learning
Lab
P2a P2b P2c
Interaction Pilot
Measure Pilot
Management Pilot
Delivery Pilot
P23 P26 P30
P29 P39
P74
P97
P181
P85
P98
P104
P132
P6 P126
P177
P142
P156
P110
P165
P108
P93
P106 P36
P138
P195
P160
P192
P198
P73
P17
P190
P147
P213
P44
P16 P207 P16a P121
P163 P20 P47 P53 P158 P88
P68
P200 P76
P7
P31 P178 P205
P219
P188 P184 P125 P58
P179
P10
P48
P74
P226
P35 P13 P105 P43 P103 P197 P157 P89 P107
P39a P39b P39c P39d
P86 P119 P75 P67 P4 P112 P93 P19 P38 P71 P79
P155 P171 P72
P10a
P238 P174 P88a
P80
P217 P102 P88b
P44a
P113 P117
P44d
P186 P210
P16b
P221 P69 P84 P99
P16c
P128
P16d
P160
P150 P172 P145 P90a P63 P90b
P30a
P63a P90c
P30b
P63b P90d
P30c P30d P30e P30f
P232 P60 P201 P60a P183 P60b P169 P60c P60d P60e P60f
P63c P90e P63d P90f
P12a P12b P12c P12d P12e P12f P12g
P135 P8 P88c
P235 P140 P130 P123 P14 P215 P115
P228 P202 P237 P77 P65 P50 P56 P41
P10b P10c
P44b P44c P44e
P16e
1
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