Your free CX playbook
Build a customer experience strategy that holds up.
Thanks for requesting the playbook. Both files are below. Start with page 3 of the playbook, which shows which workbook tab goes with each step.
CX Strategy Playbook
PDF · 24 pages · 180 KB
How to build a customer experience strategy that holds up, what a strategy is and is not, and how to keep it human-led with AI behind it.
Download the playbookCX Taxonomy Workbook
Excel · 13 tabs · 100 KB
Where you do the work: 38 starter themes, a tagging sheet, an agreement check, a normal range calculator, cost per theme, a fix-first score, and a one-page strategy.
Download the workbook
What is inside the playbook
- How the playbook and the workbook fit togetherPage 3
- What a CX strategy is, and what it is notPage 4
- Nine steps to build a strategy with real choicesPage 5
- A one-page strategy template to fill inPage 8
- Human-led CX, with AI doing the heavy liftingPage 9
- How to build a taxonomy your team tags the same wayPage 14
- Turning tags into fixes, and keeping the list healthyPage 19
- A plain-language glossaryPage 23
When you are ready
See your own themes on your own data.
Tagging a few hundred cases by hand is the best way to learn your issues. StatQuestions does it for every email, call and survey on one tested scale, and tells you which changes are real before you act. We set up the data connection with you, from whatever system holds your feedback.
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