CX Planning—All for Nothing?

Customer Experience (CX) has seen increased focus within the last 24–36 months. Despite this newfound level of appreciation, it has also been a topic subject to increased scrutiny within the industry. Why? Because companies find themselves struggling to articulate what being customer-focused means to their organization and they aren’t sure how to best activate against their planning efforts.

We surveyed 130+ industry professionals to better understand current attitudes toward CX and the popular tools organizations are using to establish a customer-centered culture. Whether you’re just starting the CX Planning process, or you are working from previously established tools, the insights gained here will surely help you in contributing to the broader CX conversation.

Get answers to burning questions like …

• Will organizations continue to invest in CX?
• Are popular CX tools—like personas and journey maps—working?

• What would make these tools more useful for brands?

You’ll also learn about …

• What makes for smarter, better personas.
• Journey map best practices, allowing for extensibility and truly actionable plans.
• How to document and prioritize opportunities around your customers' needs while balancing the business impact.
• Ways to foster customer empathy across your entire organization.

By the end, you’ll be able to deliver an exceptional CX strategy for any organization.