Customer experience initiatives begin with a solid strategy that is aligned with the objectives of the business. This means it is essential to have specific goals and plans in place for CX initiatives to generate business outcomes. World-class strategy and alignment occurs when:
- Customer experience objectives align with the overall business strategy.
- There is a documented customer experience strategy which is visible throughout the organization.
- There is a comprehensive, coordinated approach to improving customer experience.
- The CX strategy is embraced by executive management