Accelerating customer-experience improvements

How can you best harness customer data to improve customer experience? Which customer journeys have the biggest performance gaps and how can you close them? How do you create ownership among all your stakeholders to drive improvement initiatives?

It’s one thing to realize that there is a dip in your overall customer satisfaction, but it’s another entirely to identify and prioritize which customer-journey improvements are most likely to have the biggest impact on customer experience and your bottom line.