Essentials: CX Strategy & Implementation - Download

This is the first in our new “essentials” series of downloads.

Inspired by our series of webinars, in this guide to CX Strategy and Implementation we’ll look at the fundamentals you need in order to gain clarity on your customer experience strategy, how it links to your wider business strategy, and suggest some things you need to consider when putting it into practice.

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WHAT TO EXPECT FROM THIS GUIDE

We’ll start by looking at what CX strategy is, and suggest that it ties in with a business strategy that is rooted in customer loyalty. We’ll look at what it means to be customer centric, why it’s so important to focus on customer experience rather than process, and at what this means for involving people from across the entire organisation.

As you’d expect from us, we’ll talk about the importance of using data, research, and insight in the right way, but we’ll also look at the structures, enablers, and blockers in terms of how your organisation is set up to use these insights. Finally, we’ll conclude that the key to adopting an effective CX strategy is to think long term rather than short term.

Vision, Goals, Plans
Customer-led not Process-led
Getting true buy-in
Measurement or Insight?
Enablers & Blockers
Thinking Long Term
Conclusion – your CX Strategy essentials

Download the guide now.

Essentials: CX Strategy & Implementation

Free On-Demand Webinar

If you'd like to learn more about the essential elements of an effective CX Strategy, and how you go about putting them into practice, watch our free on-demand webinar now.

On the webinar, Stephen Hampshire explores how to align your CX vision with organisational goals, build cross-functional buy-in, and implement initiatives that deliver measurable value. Learn practical ideas for prioritising customer journeys and fostering a customer-centric culture.

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The Customer Research 'Essentials' Webinars

In our customer research 'essentials' series of webinars we focus on getting the basics right. Whether you’re new to research or looking to sense-check your existing programme, these webinars will give you a framework, highlight the questions you need to ask, and provide simple best practice tips.

Webinar

Essentials: CX Strategy & Implementation

What are the essential elements of an effective CX Strategy, and how do you go about putting them into practice? This webinar explores how to align your CX vision with organisational goals, build cross-functional buy-in, and implement initiatives that deliver measurable value. ...

Webinar

Essentials: Customer Satisfaction Measurement

Understand how to measure what matters to your customers. This webinar provides a comprehensive overview of customer satisfaction measurement, including how to select the right things to measure, design effective programmes, and interpret results to inform decision-making. Buil...

Webinar

Essentials: The Lens of the Customer

Shift your perspective to see through the eyes of your customers. This webinar dives into techniques for understanding customers better, mapping customer journeys, identifying pain points, and uncovering unmet needs. Learn how to gather qualitative insights that empower your or...

Webinar

Essentials: Survey & Questionnaire Design

Master the art and science of survey creation. This webinar reviews best practice for writing clear, unbiased questions, structuring a logical flow, and boosting response rates. Explore how to ground your survey design in research and business objectives, ensuring you capture a...

Webinar

Essentials: Analysis

Turn raw data into actionable insights. In this webinar, you’ll learn essential techniques for analysing survey results, from basic statistical methods to uncovering trends and drivers of behaviour. Gain confidence in interpreting data, spotting patterns, and presenting finding...

Webinar

Essentials: Action Planning

Bridge the gap between insight and impact. This webinar focuses on translating customer feedback into concrete action plans that drive change. Learn how to prioritise initiatives, assign ownership, and set measurable goals, ensuring your organisation remains focused on deliveri...

Webinar

Essentials: Closing the Loop with Customers

Build trust and loyalty by showing customers you’ve listened. This session explores strategies for closing the feedback loop effectively, including communicating change, following up on concerns, and creating systems for continuous dialogue. Learn how to turn customer feedback ...

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