Thinking

Where to [ prioritise ] CX investment

You have a backlog of CX improvement initiatives: now what?

You have a backlog of CX improvement initiatives: now what?

Prioritising customer experience (CX) initiatives is an age old dilemma for many organisations. Yet now, with the implications of Covid-19, this is made 100 times harder. So how do you go about prioritising your CX initiatives?

We explore all this in more detail, looking at two critical steps that you and your organisation should take as you start to delve into the mine-field of your CX backlog.

Step 1 - Categorise initiatives and focus on achieving balance

Step 2 - Use a consistent, repeatable prioritisation approach that removes subjectivity e.g. RICE framework

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