The CX world has been turned on its head. Even before the global pandemic changed customer journeys forever, many organizations experienced the rapid growth of Customer Experience (CX) teams, only to see teams slashed just a few years later due to lack of performance.
In today’s world of big data, the downfall of many CX programs is a foundation built on data collection and measurement methodologies that drive massive amounts of information, which lose sight of business goals.
For retailers looking to increase the return on investment of CX programs, it is critical to start by focusing on specific organizational goals designed to address real business problems. By keeping three simple tenets in mind, Intelligence, Improvement, and Impact, business leaders can collect the right data to help uncover what truly matters to customers, removing data silos, keeping teams focused on driving incremental improvements and realizing real business impacts.
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