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Building blocks to CX program design

The way your Customer Experience initiative is designed needs to be intentional. Here are some helpful building blocks to follow:

  • Goals: VoC architecture should be built with the overarching goals and objectives in mind.
  • Team: The foundation is your team. Having the right people involved is critical in driving the effort and improving the customer experience.
  • Relevant: It needs to be intentional and relevant – aligning with your customer strategy.
  • Insights: It should provide a single source of truth for customer insights.
  • Impact: It needs to be designed in a way that actions are taken and ultimately have a positive return on investment.

About the Author

Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit

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