Gap Analysis: The Backbone of CX Strategy

Once the objectives are clearly spelled out and members of top leadership pledge their hearts to the customer experience (CX) transformation program, the first thing to do is to indulge in a comprehensive gap analysis with all honesty and commitment. The gap analysis also referred to as as-is analysis is the foundation of any CX…

5 Key Ingredients of a Customer Experience Strategy

Once it is clear that your company needs to focus on Customer Experience (CX), there are 5 key ingredients that need to be acquired before starting to build the CX strategy. Spending time, effort, and political capital on acquisition of these 5 key ingredients will help keep the CX program on track. 1.       A Clear…