Question: What is the common thread that drives successful customer experience programs, regardless of business size, shape or industry?
Answer: They have developed and actively manage a CX strategy.
If you want to be part of a highly-functioning CX program that drives business transformation, it is critical that your efforts are guided by a CX strategy. But how do you go about defining that strategy and defining what success looks like for your company?
In this short webinar which kicked off our CX Essentials series, Sarah Simon looked at the three key elements that make up a CX strategy:
- Aspiration: How do you step out and tell your organization what you represent and how important you are to driving improved customer experience strategy?
- Charter: Learn how to document your core team members and their contributions, identify important matrixed resources, and define what key stakeholders’ roles are in driving customer strategy
- Roadmap: Where do you want to be, and how do you get there? Find out how to develop a roadmap that drives us to waypoints in our journey toward an optimal customer strategy
Watch this 30 minute webinar, where Sarah Simon, VoC Specialist, Confirmit set you on a course to assess the current state of your CX efforts, build your CX strategy (including your aspiration, charter and roadmap) and manage this strategy in an ongoing fashion.