For a customer experience (CX) transformation to take hold and drive sustainable gains, CX pros need to proactively prioritize and manage multiple projects. That's a challenge given multiple stakeholder interests, limited budgets, and constrained resources. In this episode, Principal Analyst Ryan Hart explains why a CX prioritization framework must factor in customer impact, business impact, and feasibility of implementation.
Referenced Forrester research:
Prioritize Your CX Efforts By Three Categories
Power Prioritization Decisions With A Dynamic Tool |
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