What is a customer experience strategy?
A customer experience strategy lays out the actionable plans needed to deliver a positive, valuable, differentiated customer experience (CX)—no matter the customer touchpoint.
A customer experience strategy should consider any/all competitive insight, consumer and marketplace research/data, and any internal strategic goals, initiatives, and value statements.
A customer experience strategy must include all departments, not just those historically viewed as customer-facing. Today, every employee works in a customer service role. Incorporating groups from across the business will make it easier to align everyone around customer-centricity goals and improve customer experience (CX).