Opportunity Matrix

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 then breaks will alter how each individual perceives your brand.

Each facet of your brand has an impact, so the CX team need to take a holistic view and help to provide the best interactions for each individual at the right time. For this to work the CX team need to know the interaction points at play and what customer requirements are being met by each one.

Over time as the number of CX interactions grows it becomes harder to understand which Interactions are meeting which needs. Are we dealing with pre-sales correctly? How about customers in the complaint process?

Ideally each interaction provides a consistent and optimal interaction and covers all needs. If not you may miss the key interaction point where the individual really needed guidance, that last bit of information or encouragement to make the right decision.

The Opportunity Matrix provides a broad view of what Interaction points are live, what customer requirements each one is providing (or missing) and provides controls that allow you to link like Rules together to meet overarching Business Goals and Initiatives.

Overall, the Opportunity Matrix provides:

• A centralised view of your interaction points through Rules and Rule Groups.

• Identify which Interaction points are meeting which Initiatives and their overarching Business Goals.

• The ability to map and see your Conversion Rules against your Initiatives providing a clear understadning and measure of success.

• The ability to set up Control Groups allowing empirical measurements on the success of Rules, Initiatives and Business Goals.