…ompanies dip in and out. Rarely does any one expand into adjacent phases or own a whole touchpoint. Therein lies the opportunity for savvy CX leaders. Defining experience as the father does reveals opportunities to extend a company’s value in authentic and relevant ways.
Forming a CX analytics team and a CX tracker is a low hanging fruit with big benefits. It doesn’t require any proprietary systems, infusion of cash, or reskilling of talent. It requires merely a shift in research orientation to return a wealth of insights that can fuel organizational change and CX improvement.