You can maximize the effectiveness of your Customer Experience (CX) program by linking CX with your organization's annual budget process. The budget process is a place where tradeoffs are considered and decisions made that have a huge impact on the customer experience. Make sure that customer voices have a role in that process and budget decisions are aligned with the results of your Customer Experience surveys. Likewise for both operating and capital budget decisions. One fa

Statistically-sound customer surveys should be the cornerstone of any CX program. The main objectives are: To identify the top pain points to remedy; and To gauge the success of CX initiatives over time. Your customers may experience hundreds or even thousands of pain points, but a CX Plan can only focus on a small number. Otherwise, an organization may spread itself too thin. It's often said that if you try to do everything for everyone, you'll end up doing nothing for nobod