Is “customer experience strategy” like the Wheel of Fortune spinner? The diversity of what it is in practice among companies today kind of feels that way. Ask 10 companies what their customer experience strategy is and you’ll likely get 10 very different combinations of alphabet soup*: CJM, CRM, VoC, UX, FCR, NPS, AI, self-service, digital marketing, word-of-mouth, customer success, retention programs, loyalty programs, and so forth. Plug these into the spinner and see your fortune. More importantly, are these strategies or tactics?
http://www.customerexperienceupdate.com/?open-article-id=7678120&article-title=what-is-customer-experience-strategy-&blog-domain=clearactioncx.com&blog-title=clearaction/
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