Improve Your Customer Experience by Knowing Which Initiatives Are Most Important

“86% of respondents surveyed mentioned that they will compete on the basis of CX two years from now, as per Gartner Customer Experience Management Survey, 2019.”

Getting customers wrong in today’s environment risks having them decamp for a competitor, or to even disavow your organization without having an alternative option lined up. Gartner recommends that when prioritizing the CX projects, executive leaders should:

  • Score each CX experience project according to these six criteria: benefits to customers; consequences of inaction; financial ROI/direct payback; ease of implementation; strategic alignment; and risk avoidance.
  • Tailor the methodology to your organization’s key focus areas by adjusting the scoring weights accordingly.
  • Operationalize your CX prioritization process by involving other departments early and incorporating their input into project scoring.
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    Gartner, Improve Your Customer Experience by Knowing Which Initiatives Are Most Important, Daniel Crystal, December 17, 2020

    *GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.