Customer experience as a concept covers a lot of ground within organizations, from the product or service itself, to factors like billing or tech support that can influence a customer’s overall view of the brand. Understanding this wide scope while focusing resources on high impact activities must be the primary focus for a CX leader in the first months of their tenure.
“For new marketing leaders focused on CX, creating early wins requires a bold approach to set expectations, audit assets and build bridges with key stakeholders,” says Augie Ray, Research Director, Gartner for Marketers. Marketers entering a new CX role face many challenges, including ill-defined roles, lofty expectations and the absence of an internal network needed to spark cross-channel collaboration.
Organize your first 100 days into six phases: Prepare, assess, plan, act, measure and communicate. Because customer experience may be new to the marketing department (or the broader organization), the work begins before day one.