Data Driven CX in 7 Steps

In a previous post, I suggested a checklist for creating effective touch-points and continuous customer experiences. One of the underlying assumptions behind that checklist is, that we “Know” our customers and have a good understanding of their needs and of the value they expect to gain, in their interaction with our brand. This knowledge is the basis for any CX program. Knowing our customer requires an infrastructure of methods, tools and processes. In this post I’d like to