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For Customer Experience Professionals

Stop Saying "Yes" To Every CX Project

Embrace Prioritization As The Backbone Of CX Strategy

April 24, 2019

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Why Read This Report

Most customer experience (CX) teams are trying to do too much with too little. Without a structured approach to assess, prioritize, and sometimes push back on proposed work, CX pros find themselves spread too thin, saying "yes" to everything while their productivity and quality suffer. The purpose of this report is to reintroduce the idea of CX prioritization and offer some methodologies that will empower CX pros to take on the highest impact activities.

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Table of Contents

  • The Average CX Team Is Underwater
  • Prioritize Activities To Maximize Impact And Efficiency
  • Firms Take Diverse And Innovative Approaches To Prioritization
  • Develop A Multicriteria Tool To Manage Project Decisions
  • Recommendations

  • Say "Yes" Or "No" To Projects On The Back Of A Rigorous Approach
  • Supplemental Material
  • Related Research Documents

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