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From Mindset Shifts to Quick Wins: McKinsey's Guide to Unlocking Predictive CX Insights



Companies invest heavily in tools and technologies to understand their customers and improve customer experience. However, they still rely on aging survey-based measurement systems to track CX performance through brand or relationship surveys, post-transaction surveys, and feedback mining.


The transition to predictive insights to bring Customer Experience to the next level will not take place overnight. Mckinsey research on organizations that have successfully made the transition, identified four key steps to jump-start such CX transformations:

  1. Work on changing mindsets

  2. Build cross-functional teams and break down silos

  3. Start with a core journey data set and build to improve accuracy

  4. Focus first on the use cases that can drive quick value

Read more from Mckinsey research here

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