Building a CX Roadmap: A Framework for Success

CX leaders don't plan to fail. Yet more CX practices are diminishing in significance because they don't have a plan, or a roadmap to ensure they are achieving key milestones on the path to success. The mission of CX leaders to not to complete several initiatives, it's about transforming the culture to embed CX as a way of doing business.

Key takeaways. Participants will:

• Learn a 5 step model that highlights a framework for transformation that executives will consider high value

• Understand what ingredients are necessary to establish the current state from which the organization must pivot in order to have success

• Develop a draft version of their CX Mission and Principles based on a proven template

• Use a "Gap Map" to capture key changes that move the organization forward

• Learn a prioritization model to ensure the most important initiatives are getting the most attention

• Review the key components of a CX Roadmap so they can build one unique for their organization

Masterclass

Mark Slatin
CEO,
Empowered CX