Planning & Launching Measurable CX Improvements

Created 4 years ago in Product & Design / Metrics & Analytics

I've been in situations where the metrics indicate a gap in CX, but the solution wasn't clear; or we had a viable path to address the issue, but we didn't know how to measure it. Most of the time, we identify a long-term strategic opportunity that would clearly drive value for customers & the business, but we haven't figured out what success looks like along the way. I have had the privilege of leading initiatives to address these exciting challenges, working alongside leadership, product, marketing, sales, and operations teams to align on a path forward in a manner where we can learn from mistakes and gain momentum by celebrating wins as indicated by KPIs. Cutting through ambiguity by adding structure & concrete targets is how we quickly gather learnings & build impactful solutions.