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