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For Customer Experience Professionals

Build A Strong Foundation For Your CX Prioritization

Beginner Level: Prioritization Practices For CX Transformation

October 5, 2020

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This report is part of "Act: Beginner Level" in The CX Transformation Playbook.

Why Read This Report

Prioritization is the art and science of picking the most important things to do out of a list of all the things you could do. Unfortunately, when it comes to customer experience (CX), many businesses struggle to choose the projects and programs that are most likely to propel them toward success. This is the first in a series of three reports on CX prioritization that will help CX pros use a bedrock of data and insights to make better choices. This report replaces an earlier report that was the beginner-level CX prioritization report for this playbook. It is completely rewritten based on new research.

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Table of Contents

  • CX Prioritization Success Eludes Firms Lacking A Planful Approach
  • Good Prioritization Models Require The Right Data And Insights
  • Start With What Matters Most
  • Recommendations

  • Consider Your Corporate Culture When Picking A Prioritization Model
  • Supplemental Material
  • Related Research Documents

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