The Essence of a Customer Experience Strategy
The majority of customer experience (CX) strategy documents that Gartner reviews define the current state and the detailed steps needed to move to an intended future state, but they fail to include the essence of a good CX strategy.
How can your organization implement an overall strategy to deliver on CX initiatives?
Read this analyst report to understand why business leaders often confuse a CX strategy with a CX strategic plan and to learn about the 3 essential elements of a successful strategy, including:
- State where you will play
- State how you will win
- And state what resources you will need to win