Before implementing a new customer experience strategy, marketers must understand their current performance and where there are areas for improvement. This chapter provides a scorecard that pulls together all the findings from this research, so that practitioners can determine where to start. It also considers the importance of employee experience in supporting a CX strategy.
Implementing a CX Strategy: The CX Scorecard
Chapter 9 of the Implementing a Customer Experience (CX) Strategy Best Practice Guide
Businesses with defined strategies for CX are more competitive and resilient. This chapter provides a scorecard for organisations assessing their CX capability.
By Neil Perkin
2 minute read
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