Digital Transformation

How to develop your customer experience strategy

Niki Lotte

By Niki Lotte

0 min read

How To Develop Your Cx Strategy

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.

2021 Talkdesk Global Contact Center Kpi Benchmarking Report


2021 Talkdesk global contact center KPI benchmarking report

3. Build a business case.

To get the executive buy-in on your CX strategy, build a business case and roadmap aligned to your unique use case and address your business needs. When developing these assets, your team will be in lock-step as you define strategic KPIs, better understand the process and pain points of your customer experience, and develop a business case, roadmap, and recommendations to meet your CX goals. The business case summarizes the value of your CX.

How to develop your CX strategy.

To facilitate the development of your CX strategy, use a value framework, an approachable and repeatable model used to help guide conversations around the high priority value drivers for a business’ CX journey. It drives cross-functional alignment across the organization and with the vendor.

A value framework can be used throughout your CX transformation journey to ensure alignment is in place and priorities remain top of mind. You can also stay agile by continuing to evaluate CX priorities in relation to changing business and/or market environments and use the framework to understand if your initiative focus areas need to shift as well.

How Talkdesk can help define your CX strategy.

Talkdesk works closely with you to create better customer experiences (CX). 

Leading the charge is Talkdesk CX Strategy, a team dedicated to partnering with you—prior to contract signature—to create a strategy and business case tailored to your specific CX transformation needs and desired business outcomes.

By understanding business growth projections, priorities, and goals, Talkdesk can better prepare for, customize, and support your CX strategy.

CX Strategy engagements function as consultative sessions where Talkdesk will further understand and align with your pain points and business goals, and build a business case and delivery plan to achieve those goals and gain executive sponsorship. 

Following an evaluation, Talkdesk CX Strategy will continue to be available through consultation to ensure your business realizes the value of the Talkdesk platform and partnership.

The Talkdesk CX Strategy team created their own CX Value Framework, tailored to help you identify the primary value driver of CX by identifying, quantifying, and aligning on the most impactful business opportunities within your CX strategy. We typically see CX priorities fall into one of four categories:

  1. Revenue generation. The goal is to maximize revenue per customer.
  2. Customer experience. The goal is to grow customer lifetime value (CLTV).
  3. Operational efficiency. The goal is to reduce cost per contact.
  4. Operational agility. The goal is to quickly adapt to changing market conditions.

We will identify and quantify how the Talkdesk platform can impact your most important KPIs and the associated ROI. Then, we will deliver a customized engagement unique to your business and use case, identifying actionable targets for your support, sales, or any function in between.

Your team will receive a robust set of deliverables tailored to your organization, including: 

  • An executive business case analysis. 
  • A roadmap of recommendations to achieve your business goals.
  • A financial analysis.

Talkdesk CX Strategy engagements are available on a complimentary basis prior to contract signature. Talkdesk wants to work with our customers to make an informed decision when developing and determining the potential impact of their CX strategy.

Unlike generic products and services offered by traditional contact center as a service (CCaaS) vendors, Talkdesk provides leadership and guidance by working closely with you to develop an end-to-end CX solution and strategy that fits your needs and sets you up for success.

Talkdesk CX Strategy supplements our CX Services offerings and further enables us to partner with and guide companies through their most pressing customer experience initiatives.

Learn more by visiting the CX Strategy webpage and requesting a CX Strategy engagement.


Niki Lotte

Niki Lotte

Niki Lotte is a senior product marketing manager at Talkdesk, where she specializes in developing and executing strategies to promote the services (and the people who make the magic happen) that enable customers to realize the value of their business transformation. When she's not bringing ideas to life, Niki enjoys camping, reading historical fiction, and practicing French, especially to order cheese and pastries.