In order to reap the benefits of CX (while simultaneously managing limited budgets and external expectations), the pros need to learn to prioritize.

In this report from Forrester, you will learn how to prioritize CX efforts based on three categories: business, customer, and feasibility.

You’ll walk away with the knowledge you need to:

  • Prioritize CX effort to get the most benefit and improvement
  • Balance the three core categories for the biggest impact
  • Customize CX prioritization processes to make unique business decisions


An Offer You Can’t Refuse

As Alida’s leader, Wainwright firmly believes in a world where the best business decisions are those made ​with​ customers, not ​for​ them. He has aligned his global team to help companies uncover and action their customers’ truths to improve experiences and create meaningful relationships.

“You have to keep doing the right things every day and good things will happen.”

– Ross Wainwright

Managing cultural change is always challenging. Ross discusses the processes and hard decisions behind the transformation from Vision Critical to Alida, including the cultural, branding, tech, and product & service changes – all during the pandemic.

“There are a lot of companies in our space that will report the news, what we want to do is take action on it.”

– Ross Wainwright

In this episode, you’ll learn:

  • How Alida overhauled their systems, digitalization efforts, etc. all in the name of the customer
  • What lessons or “do overs” would be valuable to know?
  • The importance of understanding the truth behind the score and turning items into actions
  • How to keep up with expectations before you fall behind

Connect with Ross

Listen To This Episode

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Take care of yourself and take care of your customers.