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Customer experience success requires a lot more than great intentions. It requires a very concrete vision of what success looks like and a sound strategy to execute. This vision of success will vary from organisation to organisation.
All too often, however, the best-laid plans for CX success fail to deliver.
So how do you know if your strategy is on the right path? What is likely to derail or support your objectives? What help and resources will you need to succeed?
Based on a webinar presented earlier in the year this industry report aims to answer the following four questions:
- What is strategy?
- Do you have a sound CX strategy
- How do you evaluate whether your
CX strategy is working?
- How can you better manage strategy
development and execution?