Category: Strategy and Best Practices

Drive business success with a custom XM program roadmap

Who doesn’t appreciate a good roadmap? Through its evolution from accordion-folded paper the size of a poster to interactive app on a handheld device, a roadmap shows the way from where you are to where you want to go. Great, right? And whether you’re talking about a cross-country road trip or the journey to building a goal-oriented experience management (XM) program, a roadmap is an essential tool to help you get there.

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What is Customer Experience Strategy?

The boss calls a meeting and starts with something like, “We need to reduce churn among our customer base,” or “We’re lagging on our quarterly revenue projections,” and maybe, “It’s time to roll out the new product line.” Then your boss asks the most important question, “What are we doing to do about it?” The answer: develop a customer experience strategy.

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