How do you make good decisions? That question is at the heart of many conversations I’ve had with clients about CX prioritization. Choosing what to do — and what not to do — is both an art and a science, and you can apply different levels of rigor to your process to enhance your ability to make better-informed decisions. In the spirit of continuous improvement, we’ve updated and upgraded our CX prioritization models, and we’ve also added a report that serves as a front door to help clients decide which CX prioritization model is the right one for them and their organization.
There are three different maturity levels of CX prioritization. Click on the bolded bullet title below to read about the approach, and/or click on the link in the paragraph to go straight to that CX prioritization maturity level’s tool:
But wait, there’s more!
In addition to the models above, there’s also a new Government CX Prioritization Tool that leverages the same concepts as the advanced model and that has been tailored to match our research on the business case for CX in government. And the CX Prioritization Fact Base To-Do List Template has also gotten a facelift; this is a useful prep tool when you’re trying to identify what kinds of data you have (or still need) to support decision-making.
I’d be remiss if I didn’t also call out other closely related tools that are not part of these upgrades but still have plenty of value and currency. As above, click on the bolded bullet title for the report and/or the link in the paragraph for the tool:
These tools are here to help you make better decisions, whether you’re looking at large initiatives or a punch list of pain points. If you’re still unsure of where to start, please request a guidance session. We can also help you tailor a prioritization approach to your organization’s unique needs with a workshop delivered as a strategy session (VIP seatholders only), initiative workshop, or through Forrester Consulting. If you’re not yet a client, please reach out to our sales team!
