CX White Papers
Designing a World-Class Customer Experience Approach
Heart of the Customer founder Jim Tincher partners with fellow customer experience thought leader Kate Kompelien to co-author this useful guide to understanding what CX is, why it matters, and how you can transform your organization by designing a customer-focused strategy.
What does it take to design a customer experience (CX) program that drives business results?
The CXPA identifies six disciplines as core to an effective CX program:
- CX Strategy
- Customer-Centric Culture
- VOC Customer Insight & Understanding
- Experience Design Improvement & Innovation
- Metrics & Measurement ROI
- Organizational Adoption & Accountability
This CX white paper, written in conjunction with Intouch Insight, walks through the six disciplines, with tips on how to use them to build a roadmap to success.