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The Problem

As organizations grow they commonly experience the following realities that impact their customers:

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• Longer wait times

• The formation of departmental silos

• An increase in friction with common interactions

• They've lost the emotional connection

 

As a result, leaders face common risks which impact their bottom line.  Here are some common ones: 

 

Business Risks

• Fewer customer referrals

• Less share of wallet

• An increase in price/rate shopping 

• A decrease in retention/renewals

• A shift from you as their primary partner to their secondary choice

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• A roadmap is a strategic plan that defines a goal or desired outcome and includes the major steps or milestones needed to reach it. 

• It also serves as a communication tool, a high-level document that helps articulate strategic thinking—the why behind both the goal and the plan for getting there. 

• It gives us a sense of where we are and if we need to course correct.  

• It’s a critical tool for translating a CX vision and strategy into a tangible set of activities and for building alignment with key stakeholders. 
   

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