The Optimized CX System is a comprehensive approach that leverages multiple tools and resources to better identify, address, and improve customer experiences. It involves three stages: Discover, Validate, and Optimize.
In the Discover stage, customer experience professionals look at the entire customer journey to determine areas of focus and measures of success that align with the business objectives. They discover company strengths and weaknesses through the eyes of the customer. They identify the relevant data and metrics needed for ongoing measurement and gain alignment with key stakeholders that will be instrumental in driving improvement initiatives. Some of the activities that occur during this stage include:
Identification of relevant data and information gaps