1、3 steps to turn CX insights into business impactIntroductionStep 1/Investigate what the latest consumer trends mean for youStep 2/Collaborate for organization-wide alignment and impactStep 3/Validate evidence for executive buy-inWhats next?36111620CONTENTSIntroduction4In customer experience,taking t

2、hese steps will help you gain the support you need to drive meaningful business impact this year.Our 2024 Global Consumer Trends Report revealed four surprising,data-driven customer experience(CX)insights:+Human connection is the foundation of a winning AI strategy+Great service beats low prices in

3、the battle for customer loyalty+Digital support is the weakest link in your customer journey+Consumers dont give feedback like they used to.so companies must listen in new waysINVESTIGATE.COLLABORATE.VALIDATE.5But these are cues to act,not outright solutions.Translating those trends into positive ch

4、ange that drives business impact requires a focused,clear strategy.For leaders across the customer experience contact center,digital,and physical retail locations alike that means digging into the DNA of your business to complete three key steps:And,for each step,we will help you understand:To that

5、end,this guide is your CX playbook for the year ahead your toolkit to drive excellence.Three important steps;three key questions;one revenue-driving,business-critical action plan.Investigate Collaborate Validatewhat the latest consumer trends mean for youfor organization-wide alignment and impactevi

6、dence for executive buy-in+Why is this step important?+How can you do this effectively?+What does success look like?STEP 1STEP 2STEP 36Investigate what the latest consumer trends mean for youAdding context to consumer behaviorSTEP 17You dont need a PhD to play chess,but it helps to know how the piec