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Additional Resource:
Optimized CX


Optimized CX® is a forward-focused and comprehensive approach that leverages multiple tools and resources to better identify, address, and improve customer experiences. This approach focuses on effective ways to prompt action and create business impact.

  • Discover Identify the business objectives and success measures. Discover where to focus, define what the relevant data/metrics are, and begin building relationships with key stakeholders.
  • Validate Confirm and prioritize customer-related improvement initiatives and growth opportunities by focusing analytics on targeted areas, using specific insights to guide improvement initiatives.
  • Optimize Embed customer intelligence and analytics into the decision support systems to prompt action when important issues and opportunities arise.

This document focuses on specific methods to help CX professionals embrace the Optimized CX approach and transform customer experiences.

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