---
title: Scaling the CX function and building capability
description: In Part 4 of this six-part series, we investigate the third fundamental of our Design-led approach – Scaling the CX function.
---

[Perspectives ](https://enginecxdesign.com/perspectives)

# [Scaling the CX function and building capability](https://enginecxdesign.com/perspectives/scaling-the-cx-function-and-building-capability)

 Written by [Engine](https://enginecxdesign.com/perspectives/author/engine) | Apr 12, 2018 11:00:00 PM

## Behind every great service is a great organisation - Part 4.

### In Part 4 of this six-part series, we investigate the third fundamental of our Design-led approach – Scaling the CX function.

Businesses need a group of motivated people capable of evolving the experience, enablers and culture. Establishing a [new customer experience](https://engineservicedesign.com/en-gb/how-we-help/reimagine/) or [service design function](https://engineservicedesign.com/en-gb/resources/what-is-service-design-and-why/) within a business requires a level of support, integration, engagement and tools that organisations may not be familiar with. In our experience, this requires C-Suite backing and a dedicated team with the right blend of skills and [design-thinking](https://engineservicedesign.com/en-gb/resources/design-thinking-reshapes-enterprise-architecture/).

These teams are no longer in place just to complete service development cycles, or to give implementation of the customer experience a seal of approval. Their role is integral to inspiring and supporting the organisation to invest in services and deliver them well.

**The associated challenges that businesses face:**

- Finding ways to improve performance when traditional methods are exhausted.
- Doing more with less and managing the realities of what this means for a diverse set of stakeholders.
- Building internal capabilities and doing more in-house.
- Releasing and harnessing the creativity that exists within the business.
- Understanding the skills required to drive the change and recruiting people with the right attitude and capability.

 

**The activities and assets that help you succeed:**

- Running customer experience training to engage teams in the design process and tools used.
- Developing training resources and toolkits on paper and online to equip teams.
- Supporting the integration and reach of CX teams and helping them engage others in their role in the customer experience.
- Engaging stakeholders in co-developing the change plans, roles and responsibilities to realise delivery.
- Creating the right structure and governance to support and empower CX teams to get traction and make change happen.

##### Next week, in Part 5 of 6, we’ll investigate the fourth fundamental - Shaping the company culture - or you can sign up below and download the full story now.

[View full post](https://enginecxdesign.com/perspectives/scaling-the-cx-function-and-building-capability)

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