What are your customer experience hurdles? What would it take for your organization to compete and win on CX? Those are big questions, but the answers—and a winning strategy—might be closer and simpler than you think.
Struggles with CX complexity and stagnation usually stem from one thing—a fragmented approach. If you business isn’t acting holistically, you can’t:
- Listen everywhere
- Analyze data intelligently
- Identify the right actions
- Commit to CX across the business
The CX Value Chain establishes an organization-wide framework that gives you the ability to listen, analyze, and act at all business levels, at every touchpoint, for every customer.
It’s a framework that connects tactical, operational, and strategic responses, allowing you to improve upon the value you provide to customers at each level while also improving the overall brand experience.
And the CX Value Chain can be deployed in your organization regardless of your current level of CX maturity. It creates a foundation on top of which layers are added—additional metrics, deeper analysis, more socialization and cultural support—so that the end state is comprehensive, intelligent, gapless, and achievable over time.