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Key activities in the Validate 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 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

  • Advanced analytics

  • Prioritizing improvement initiatives and growth opportunities

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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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