Embedding Customer Insights in the Organization Articles

Alchemer Embedding Customer Insights Feedback June2021

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

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