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 Validate stage customer experience professionals confirm the direction established in the Discover stage and prioritize customer related improvement initiatives. This stage ensures the organization is focused on the areas of greatest impact to customers. It provides the evidence that executives and business leaders need to mobilize resources, make financial investments, and hold people accountable for change. Some of the activities that occur during this stage include:
Data integration and alignment
Tailored and targeted surveys
Prioritizing improvement initiatives and growth opportunities