We at Cucent believe that CX management should be a holistic approach. Process, Product and People are the three key elements of a company’s system and all of them need to be focused on for an overall improvement in CX management. People are an important part of the CX Management system. They need to be assessed and trained on the latest requirements of process and expectation as required by the customers and market and also imbibing the Skills and Attitudes for the same.