As a customer experience (CX) leader, balancing priorities and knowing where to start in delivering on expectations can feel challenging.
Now is the time — CX teams have more resources and opportunities than ever to create truly meaningful experiences to earn customer loyalty.
Innovating on the customer experience starts with a plan – including immediate foundational steps to take, evolutionary growth, and longer-term strategies for continued success.
In this video, we provide strategies and resources so that you can confidently plan for CX success this year.
00:00 Welcome and Topic Introduction
05:51 What is Customer Experience Success?
07:04 Setting Your Customer Experience Foundation
07:38 Your 2024 Customer Experience Plan
08:37 A. Define what customer experience success means to your organization.
10:51 B. Set clear goals and know how to measure them.
13:45 C. Clearly align your CX goals with what’s most important to your leaders.
16:09 D. Help other leaders communicate how their team goals are connected to CX success.
19:42 E. Leverage customer journey mapping and invite various leaders to participate.
21:27 F. Create communication strategies to include CX ideas on a regular basis.
22:56 G. Set up a CX Team of cross-functional leaders.
26:18 H. Add a more formal structure to your CX champion program.
27:54 I. Work with HR leaders to include CX priorities and education in employee hiring and onboarding.
29:14 J. Collaborate on an employee recognition program focused on customer experience.
30:39 K. Report your results!
33:50 Recap and Final Thoughts
37:07 Q&A: What is the most customer-centric way to get customer experience feedback?
41:08 Q&A: What are others doing with their /”close the loop/” feedback process?
45:42 Q&A: What works or doesn’t work when CX does not have a designated group in a company?
50:46 Q&A: What is the impact of the consolidation of quality feedback for efficiency’s sake?
54:30 Q&A: What’s common ground/language that helps CX pros get product or revenue only-minded executives onboard?
57:49 More Resources and Wrapping Up
Article: Your 2024 Customer Experience Plan: Strategies, Videos, & Resources for More Confident Planning – https://bit.ly/2024cxplan
Download the free CX Mission Statement Workbook — https://bit.ly/cx-mission-workbook
Download the free SMIRC Goals Checklist — https://bit.ly/smirc-checklist
Download the free CX Success Statement Workbook — https://bit.ly/cx-success-workbook
Get the Customer Journey Mapping Workbook — https://bit.ly/cjmworkbook
Get our Interactive Customer Journey Mapping Template — https://bit.ly/cjm-template
Download the free CX Charter Guidebook — https://bit.ly/cxcharter
Article: Communicating CX: 15 Tips for Talking About Customer Experience — https://experienceinvestigators.com/customer-centric-culture/communicating-customer-experience/
Take the CXI Compass assessment — http://CXICompass.com
Learn more about CXI Flight School– https://www.cxiflightschool.com/
Visit our website: https://experienceinvestigators.com/
Tune in to the Experience Action Podcast — https://www.experienceactionpod.com
Have a question for the podcast? Visit http://askjeannie.vip
Jeannie’s LinkedIn Learning Courses — https://bit.ly/jeannie-lil
Missed a past webinar? Watch them here: https://bit.ly/jeannieyt
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