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Tips to creating a business question

What is the real question you want your CX program to answer? Here are some tips to establishing the business question:

  1. Start with a clear understanding of what customers are trying to accomplish
  2. Determine the business objective
  3. Be specific
  4. Determine the value of the potential outcome
  5. Get the right people involved
  6. Ensure there is intent to act by answering the question, “How will we use this information?”
  7. Brainstorm possible answers
  8. Discuss hazards and create a plan for addressing them head-on

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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