How to develop your customer experience strategy
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Learn about the 3 benefits of a customer experience strategy for your business.
As defined by Forrester, a customer experience (CX) strategy is “a plan that guides the activities and resource allocation required to deliver intended experiences that meet or exceed customer expectations in accordance with the goals of the organization.”
To develop a CX strategy, it’s important to understand what is impeding your ability to succeed, as well as focus—both internally and externally—on which CX initiative is most critical for your business.
To determine the most critical CX initiative, it’s helpful to identify the most impactful financial areas within your contact center and the corresponding initiatives that you should undertake to produce optimal outcomes.
By identifying the highest priority initiatives within your contact center, you can map out a vision that is true to your company’s business goals and aligned to your optimal CX. With an understanding of where you are and where you want to go, you can then build out an actionable business plan to deliver better CX performance that results in tangible business outcomes.
What are the three benefits of a customer experience strategy for your business?
1. Align vision and priorities.
Competing priorities can make it challenging to identify where you should focus your attention as you look to transform your customer experience. However, it’s important for you to align on what’s most important for your business. Developing a CX strategy can help you identify your highest priorities that will truly impact your business and get your internal teams—and your vendors—on the same page.
2. Benchmark against the competition.
Benchmarking serves to identify inefficiencies and ineffective practices in a contact center, helping to establish priorities by highlighting areas in which the contact center is underperforming compared to industry peers. Collect and analyze data aligned to business goals and strategies to help compare contact center performance against industry standards.