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Make A Plan For Customer Experience Success in 2024

The past few years brought remarkable change to how organizations can — and should — fulfill customer needs. As a customer experience (CX) leader, balancing priorities and knowing where to start in delivering on expectations can feel challenging. Now is the time — CX teams have more resources and opportunities than ever to create truly meaningful experiences to earn customer loyalty. Innovating on the customer experience starts with a plan – including immediate foundational steps to take, evolutionary growth, and longer-term strategies for continued success. In this video, we provide strategies and resources so that you can confidently plan for CX success this year. Video Highlights: 00:00 Welcome and Topic Introduction 05:51 What is Customer Experience Success? 07:04 Setting Your Customer Experience Foundation 07:38 Your 2024 Customer Experience Plan 08:37 A. Define what customer experience success means to your organization. 10:51 B. Set clear goals and know how to measure them. 13:45 C. Clearly align your CX goals with what’s most important to your leaders. 16:09 D. Help other leaders communicate how their team goals are connected to CX success. 19:42 E. Leverage customer journey mapping and invite various leaders to participate. 21:27 F. Create communication strategies to include CX ideas on a regular basis. 22:56 G. Set up a CX Team of cross-functional leaders. 26:18 H. Add a more formal structure to your CX champion program. 27:54 I. Work with HR leaders to include CX priorities and education in employee hiring and onboarding. 29:14 J. Collaborate on an employee recognition program focused on customer experience. 30:39 K. Report your results! 33:50 Recap and Final Thoughts 37:07 Q&A: What is the most customer-centric way to get customer experience feedback? 41:08 Q&A: What are others doing with their "close the loop" feedback process? 45:42 Q&A: What works or doesn't work when CX does not have a designated group in a company? 50:46 Q&A: What is the impact of the consolidation of quality feedback for efficiency's sake? 54:30 Q&A: What's common ground/language that helps CX pros get product or revenue only-minded executives onboard? 57:49 More Resources and Wrapping Up Resources Mentioned: 👉 Article: Your 2024 Customer Experience Plan: Strategies, Videos, & Resources for More Confident Planning – https://bit.ly/2024cxplan 👉 Download the free CX Mission Statement Workbook -- https://bit.ly/cx-mission-workbook 👉 Download the free SMIRC Goals Checklist -- https://bit.ly/smirc-checklist 👉 Download the free CX Success Statement Workbook -- https://bit.ly/cx-success-workbook 👉 Get the Customer Journey Mapping Workbook -- https://bit.ly/cjmworkbook 👉 Get our Interactive Customer Journey Mapping Template -- https://bit.ly/cjm-template 👉 Download the free CX Charter Guidebook -- https://bit.ly/cxcharter 👉 Article: Communicating CX: 15 Tips for Talking About Customer Experience -- https://experienceinvestigators.com/c... 👉 Take the CXI Compass™ assessment -- http://CXICompass.com 👉 Learn more about CXI Flight School™-- https://www.cxiflightschool.com/ 👉 Visit our website: https://experienceinvestigators.com/ 👉 Tune in to the Experience Action Podcast -- https://www.experienceactionpod.com 👉 Have a question for the podcast? Visit http://askjeannie.vip 👉 Jeannie’s LinkedIn Learning Courses -- https://bit.ly/jeannie-lil 👉 Missed a past webinar? Watch them here: https://bit.ly/jeannieyt