Developing the right CX strategy is no small feat—but one huge positive is that everyone is at least enthusiastic about the concept. It’s hard to argue against. All companies should be, and most want to be, customer-centric. There are many, many vocal pundits, dedicated practitioners, and strategists out there who see the value of treating customers well, designing around customer needs, and focusing on what it takes to help them be successful. However, there are challenges in bringing this to a reality. Chief among them is a dearth of practical guidance that bridges the gaps between great concepts, viable strategies, effective tactics, and measurable results.
