1、InMoment Beginners GuideCopyright 2023 InMoment,Inc.All rights reserved.A Beginners Guide to Launching a Customer Experience (CX)Program How to Make Customer Experience the Differentiator for Your BusinessPAGE 02 Its clear that putting your customer at the heart of everything you do is the path to b

2、usiness success(customer-centric companies are 60%more profitable than companies who dont focus on customers)and customer experience(CX)programs are a vital tool in doing just that!Unclear on where to start?Well,this 101-level guide will help you understand why customer experience improvement strate

3、gies matter,how to get started(including pitfalls to avoid),and what results to expect from your efforts no matter where you are in your journey.PAGE 02 A QUICK DEFINITIONCustomer ExperienceTHE CASE FOR CXWhy You Need a CX ProgramWHAT YOULL NEEDKey Elements of a CX ProgramGETTING STARTEDFollowing a

4、CX Framework for SuccessSTEP 1Designing Your CX ProgramSTEP 2Listening to Your CustomersSTEP 3Understanding the Customer PerspectiveSTEP 4Transforming Your Business by Taking ActionSTEP 5Realizing ROI From Your CX ProgramLETS GET STARTEDBuild Your CX Program With InMomentSummary031204061408160919102

5、4PAGE 03 PAGE 03 There are many formal definitions of customer experience methods,programs,and activities.The simplest of these is as follows:customer experience cus tom er ex pe ri ence noun1:a systematic approach to discover and improve the areas in which customers interact with a business and tha

6、t,when considered collectively,create an overall level of satisfaction,perceived value,and engagement with a business.As important as it is to understand this definition,its equally important to consider what a CX program is not.So,What Is a Customer Experience Program?A QUICK DEFINITIONExamples Som