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:
This is entry-level CX prioritization, when you’re just trying to ensure that both customer impact and business impact are considered when choosing what initiatives or improvements to pursue.
This extends and deepens the beginner-level approach, adding feasibility to the consideration set and using two criteria per category to increase the specificity of the evaluation.
This goes further still, adding risk and ROI to the categories of criteria, and adding more criteria for customer impact and business impact. It also includes weighting at the criterion and category levels. I always advise heavily-regulated firms to use the Advanced CX Prioritization tool, in order to ensure that risk is properly considered.
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 face-lift; this is a useful prep tool when you’re trying to identify which 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 that 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 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 seat holders only), initiative workshop, or Forrester Consulting. If you’re not yet a client, please reach out to our Sales team!
