Best Practice Report

Stop Saying “Yes” To Every CX Project

Embrace Prioritization As The Backbone Of CX Strategy

April 24th, 2019
With contributors:
Rick Parrish , Karine Cardona-Smits , Sam Karpinski , Harley Manning , Shayna Neuburg


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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