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Key activities in the Optimize 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.

During the Optimize stage, customer experience professionals monitor initiatives, anticipate customer issues, identify growth opportunities, and embed customer intelligence into the processes and systems that employees and customers use to make decisions. Some of the activities that occur during this stage include:

  • Dynamic dashboards

  • Database scoring to code customer classifications for all customers, not just those responding to a survey

  • Embedded and intuitive algorithms

  • Test and learn processes

  • Pre-emptive follow-up

  • Monitoring key performance indicators (including customer behaviors and perceptions)

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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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