Delivering a great customer experience is hard. And it’s even harder if you don’t have a well-defined customer experience (CX) strategy.
Some elements of CX strategy development receive a lot of attention and are typically done well – voice of customer research, customer journey mapping and service blueprinting, for example. But a comprehensive strategy goes much wider than this and some of the other components can be missed.
In this series, Jack Springman describes the key steps in detail, ultimately delivering a comprehensive guide to CX strategy creation.
