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Customer Engagement

Why Your Biggest CX Issues Shouldn’t Always Be Your Top CX Priorities

iStock-599104836_young woman on iPad_resized.pngAs many have learned when trying to uncover CX pain points, there is no “one size fits all” approach to prioritizing and acting on feedback.

Often, the issues resulting in the most feedback are indeed the most significant and, once resolved, will have the biggest overall business impact.

However, this is not always the case—so prioritizing effectively is important.

OpinionLab’s Lake Gibson shares that teams need to work together to help ensure the issues highlighted by customers are acted upon quickly and effectively. He explores two questions to help cut through the data overload and prioritize the CX improvement actions to take—so that the "big-ticket" items are completed first.

Read more.


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