The Federated CX Model
A centralized CX model is a natural starting point for new process implementations. A shared team can manage requirements for the larger organization. However, the larger an organization becomes, the more difficult it is to successfully implement new processes and tools that will benefit all business areas. There is a limit to how much change a centralized team can implement to provide a positive impact across large organizations.
Enter the federated implementation model: a mechanism that empowers business areas to enable and benefit from CX tools and processes. This effective model allows a CX journey to occur across each business area. With the assistance of a coordination team, this model enables an accelerated, yet coordinated, CX implementation that benefits the organization as a whole.
To read more, check out this article.