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Understanding Business Goals and Strategic Alignment

1.1 Identifying the Business Goals CX Must Support

1.2 Connecting CX Priorities with Organizational Objectives

1.3 Translating Customer Outcomes into Business Outcomes

1.4 Evaluating CX Contribution Against Strategic Priorities

1.5 Communicating CX Relevance to Senior Leadership

Demonstrating How CX Creates Business Value

2.1 Connecting Experience Improvements with Business Performance

2.2 Demonstrating the Impact of CX on Revenue and Growth

2.3 Demonstrating the Impact of CX on Retention and Customer Value

2.4 Demonstrating Operational Benefits of CX Improvements

2.5 Building a Credible CX Value Story for Decision Makers

Integrating CX into Strategic Planning

3.1 Embedding CX Priorities into Business Planning

3.2 Translating CX Priorities into Strategic Initiatives

3.3 Connecting CX Initiatives with Organizational Priorities

3.4 Using Customer Evidence in Strategic Decision Making

3.5 Reporting CX Progress Against Strategic Objectives

Building Cross Departmental Accountability for CX

4.1 Identifying How Departments Contribute to Customer Outcomes

4.2 Connecting Departmental Goals with Shared Customer Outcomes

4.3 Resolving Conflicting Departmental Priorities

4.4 Establishing Shared Accountability for CX Results

4.5 Demonstrating Organization Wide Progress on CX

Balancing Short Term Results with Long Term CX Strategy

5.1 Identifying Short Term CX Results

5.2 Demonstrating Progress Toward Long Term Strategic Outcomes

5.3 Balancing Immediate Results with Long Term Customer Value

5.4 Using Milestones to Demonstrate Strategic Progress

5.5 Maintaining Executive Support Through Long Term CX Initiatives

Module 6: Aligning the CX Strategy To Organizational Strategy

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