Trends Report

The Five Essential Steps To Plan Your CX Transformation

February 5th, 2020

Summary

The first step in crafting a strategic plan for CX transformation is to decide whether CX transformation is something your company needs to win in the marketplace. Determine your level of urgency to deliver CX by evaluating your customers’ choices and your competitors’ CX capabilities. Develop your CX vision to align the organization's efforts, so they deliver the “right” positive experience — one that delivers on the promise of the brand. To deliver the CX you want, set target maturity levels for CX competencies. Create a road map and timeline that will help you achieve your ultimate goal: CX transformation.

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