What is the Opportunity Matrix and how can it help me Identify CX challenges?
What is Customer Experience? Well Customer Experience (CX) boils down to how people perceive your brand and the products and services it provides. Customer Experience changes with every interaction with your brand. Every meeting with a salesperson or contact centre chat or product sold that breaks will change how each individual perceives your brand.
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The Opportunity Matrix provides a broad view of which what Interaction points are live, what customer requirements each one is providing (or missing) and provides controls that allow you to link like Rules togather to meet overarching Business Goals and Initiatives.
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