Gartner Research

Salience-Focused Project Screening Process (WSECU)

Published: 16 July 2018

ID: G00701071

Analyst(s): Customer Experience Research Team

Summary

To only prioritize issues that affect customers’ future behavior and ignore those that don’t, the head of CX at WSECU established a salience-based listening strategy that identifies customer problems that are both memorable and important.

Table Of Contents

Overview

Solution Highlights

Challenge

Solution

VOC Salience Filters

Table 1: Example of Verbatim Category Scores and Calculations

Salience-Based Prioritization Matrix

Salience-Based Improvement Optimization

Results

Recommendations

About This Research

Presentation Slides

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