What is the real question you want your CX program to answer? Here are some tips to establishing the business question:
Start with a clear understanding of what customers are trying to accomplish
Determine the business objective
Be specific
Determine the value of the potential outcome
Get the right people involved
Ensure there is intent to act by answering the question, “How will we use this information?”
Brainstorm possible answers
Discuss hazards and create a plan for....