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


The battle between efficiency and customer experience is an age-old problem, and in this piece, Jeannie and Adam wanted to touch upon it as much as they can. What’s more, they’ll attempt to create a peace agreement for this age-old conflict, as that’s certainly possible, even though improbable for many.

“If you talk about customer service and customer experience as cost centers, then that’s what they will be.”

The tension between customer service and efficiency creates many problems, and you’ll hear about some interesting examples in this episode. What’s more, Jeannie and Adam will discuss the possible solutions, so tune in if this age-old problem has been bothering you as well, so you can finally get rid of it.

“Great customer service begins with adequate resources.”

In this episode, you’ll learn:

  • The age-old problem of efficiency and customer experience
  • The problems that create this tension
  • Examples of specific issues
  • How to solve these issues and eliminate this unnecessary tension

Listen To This Episode

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