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Two tools to help refresh your CX Strategy

Does your CX strategy feel stale? Do stakeholders no longer value the insights? Are you having a hard time moving the needle? These may be signs that it’s time to refresh your customer experience strategy. Here are some common tools to help:

  1. Journey mapping is a tool companies use to help them see what customers truly want – the real moments of truth. Journey Mapping sets the foundation for your CX strategy to help you focus on the right things. It guides communication and training and helps break down organizational silos by promoting a common understanding of the customer.
  2. A strategic assessment evaluates the effectiveness of your customer experience program. It’s a multi-step process that ensures the program is strategically aligned with the needs of the business. It’s a collaborative approach that leverages input from all stakeholders to foster awareness, and ultimately buy-in. The outcome is a series of ideas and enhancements that are displayed on a multi-year roadmap

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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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