Worksheet: Prioritize your CX projects

Maintaining a portfolio of customer experience (CX) improvement projects – prioritized by business and customer needs – is essential to the success of every CX program. This prioritized list of projects should act as a key input to your CX program roadmap, which visualizes what CX activities you will be doing and when. 

The goal of a CX project prioritization exercise is to – in an empirical way – arrive at a list of CX projects that are well-aligned with the current business environment, easy to update as needed, and position your CX program to deliver maximum value on an ongoing basis.