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World-class strategy and alignment

Customer experience initiatives begin with a solid strategy that is aligned with the objectives of the business. This means it is essential to have specific goals and plans in place for CX initiatives to generate business outcomes. World-class strategy and alignment occurs when:

  • Customer experience objectives align with the overall business strategy.
  • There is a documented customer experience strategy which is visible throughout the organization.
  • There is a comprehensive, coordinated approach to improving customer experience.
  • The CX strategy is embraced by executive management

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 www.walkerinfo.com.

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