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Three ways for CX to be more strategic

For CX professionals to be responsive to ever-changing market demands, they must transition from being responsible for customer listening to being the strategic architect of customer experiences. To achieve this, CX professionals must focus on three things:

  1. Align customer initiatives to business outcomes – With a clear understanding of business objectives, CX professionals must show how their efforts impact business outcomes.
  2. Lead customer experience innovation – To produce differentiated experiences, CX professionals need to identify and engage in innovation that centers on how customers interact with the organization.
  3. Build an engaged, customer-focused workforce – CX professionals can impact the customer experience by helping employees throughout the organization walk a mile in the customer’s shoes.

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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