Done right, CX is a business discipline where organizations thrive by investing in an improved customer experience. That notion is largely accepted, even though it’s not always practiced.
The challenge there is knowing where to invest.
Success requires finding the sweet spot where an improved experience leads your customers to spend more with you, stick around longer, and/or engage with you in less-costly ways.
So how do you find that sweet spot?
By working the issue backward and managing it working forward, through the Chain of CX Value.