How To Prioritize Customer Experience Efforts

Customer Experience requires action… and action requires effort.

Finite resources make prioritization key. Not everything is either/or. Prioritization is crucial in any business because we only have so many people, dollars or hours in the day.

Leveraging the right ways to prioritize CX efforts will lead to the best outcomes that customer experience can bring – happier customers, engaged employees, higher revenue and successful businesses.

In this video, we'll discuss three techniques to prioritize improvements to your customer's journey and your CX organizational success.

Highlights:
00:00 Welcome and Topic Introduction
03:21 What does it take to create a CX strategy?
05:29 Three Ways To Prioritize Customer Experience Effort
06:27 Use A Priority Matrix
11:59 Start With Voting
14:51 Invite Customers To Help
16:42 Recap of Key Points
18:43 Finite resources make prioritization key
22:17 Q&A: Which employees should ask for feedback on CX efforts?
25:51 Q&A: For internal customers or B2B, initiatives to improve CHS and NPS?
29:20 Q&A: Collecting feedback from frontline employees?
31:14 Q&A: Bridging the gap between CX and analysts, legal, or other "numbers" leaders?
35:10 Q&A: Showing the impact of improving internal customer journey processes with LEAN?
37:29 Q&A: Recommendations on what to focus on in financial institutions for CX training?
41:40 Q&A: How do we prioritize CX opportunities and experiment with innovations?
44:56 Wrapping Up & Where to Find Us

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