How to build a real CX Strategy

The conversation delves into the essence of a real CX strategy, the assessment of organizational capabilities, the challenge of pushing back on quick fixes, prioritizing CX investments, connecting CX strategy to business outcomes, and starting a CX strategy. It emphasizes the importance of customer data, analytics, and organizational alignment in building a successful CX strategy.

Takeaways

• Real CX strategy is not just a list of initiatives, but a clear-eyed assessment of what can be done and what should be done.
• Connecting a CX strategy to business outcomes requires a deep understanding of customer data, analytics, and organizational alignment.

Chapters

• 00:00 Defining a Real CX Strategy
• 05:38 Assessing Organizational Capabilities
• 12:31 Prioritizing CX Investments
• 28:08 Starting a CX Strategy