Customer experience initiatives begin with a solid strategy that is completely aligned with the objectives of the business. This means it is essential to have specific goals and plans in place for CX initiatives — all focused on business outcomes. Here are four steps you can take to achieve world-class strategy and alignment:
- Start by having a clear understanding of the business objectives. These should not be confused with the financial objectives for the business. List out the business objectives that will help your company achieve its financial objectives.
- For each business objective, identify the strategies already in place. Identify the areas where your customer experience aligns with the business strategy and where it doesn’t.
- Determine CX success measures and the ideal business outcomes for those areas where alignment exists.
- Create the strategic, multi-year roadmap for your CX initiatives.