CX ROI Building Blocks Assessment & Roadmap

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Excellent customer experience is created by interdependent building blocks. Like a human body, all components are essential to the system's effectiveness.

The stepping stones within each building block are recommended on the basis of many years in our personal careers in leading customer experience efforts inside complex organizations, along with findings from our 4-year study of customer experience practices.

The stepping stones are prioritized by their typical impact on changes that customers will notice and respond to positively.

This assessment is agnostic to any specific methodology or technology.