定义标准指南，以创建和执行及时注册客户体验的能力。就实施战略所需的行为达成共识。定义您的组织实现客户体验目标所需的人才/技能。 Defining a standard guideline to create and execute the capacities of registering customer experiences in a timely manner. Create a common understanding of what behaviors are required to implement the strategy. Define what talent/skills your organization needs to reach customer experience goals.