Steps that CX and customer insights decision-makers are taking to embed customer insights/feedback throughout the organization:
- Making new tech investments
- Increasing defined CX budget
- Establishing a formal CX measurement framework
- Hiring additional talent
- Creating a CX champions/ambassadors program
- Improving data with storytelling skills
- Developing a formal change management process
- Forming a specialized insights or CX/VoC center of excellence team
- Interviewing stakeholders to understand needs and goals
- Unifying data sources to prioritize effectively
- Holding road shows/CX town halls
