Trends Report

Stop Saying “Yes” To Every CX Project

February 27th, 2020

Summary

Most CX teams are small, and their resources are stretched as they juggle multiple mandates and requests. This erodes their productivity, morale, and success rate. Proposed CX initiatives should be assessed based on their feasibility and their expected impact to the customer and the business. Prioritization as a CX management competency is still in its infancy; firms employ diverse approaches to the practice. Although these methodologies vary, the objectives are the same: to empower CX decision makers to deliver maximum impact.

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