The objectives of the second step in the Customer Experience management are:

  1. Define the right projects
  2. Establish the right processes
  3. Introduce the right KPIs


To do that, you may need to take one or several individual steps:

  • Conduct gap analysis to identify CX actions
  • Listen to the Voice of the Customer
  • Modify processes and systems
  • Commit to Key Performance Indicators
  • Align data and information architectures
  • Review organisational structure
  • Implement a Net Promoter System

Relevant cases