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Key activities in the Discover stage of the Optimized CX System

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:

  • Market assessment

  • Journey mapping

  • Identification of relevant data and information gaps

  • Stakeholder assessment

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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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