WHAT IS A CUSTOMER EXPERIENCE STRATEGIST? KEYNOTE SPEAKER AND FUTURIST CONSULTANT BREAKS IT DOWN

Consultants reveal that a typical customer experience strategist is a person responsible for developing and executing strategies designed to improve customer satisfaction, loyalty and advocacy for a brand. Pros’ work spans understanding customer needs, journey mapping, advising as customer experience strategists on CX design and enhancements all while tracking success metrics.

Top consulting strategists conduct quantitative and qualitative research leveraging methods like surveys, interviews, focus groups and customer data analysis. Such efforts aim to gain insights surrounding factors influencing customer acquisition, retention, satisfaction, brand perceptions and channel preferences. Research insights coupled with customer journey analytics and behavioral data inform experience optimization planning.

Armed with rich customer intelligence, customer experience strategists and CX consultants identify leading experience vulnerabilities and improvement opportunities across channels including websites, mobile apps, customer service interactions, retail outlets and product usage. Gurus define customer experience pillars and brand promises. Then experts formulate integrated plans detailing how to deliver consistent, frictionless and personalized engagements that resonate with target personas.

Top customer experience strategist play an instrumental part in both user enhancements and new interactive concepts involving emerging technologies. For digital properties, strategists may spearhead or collaborate on information architecture, interface revisions, personalization frameworks, content sequencing and feature additions. For service design, they co-develop streamlined protocols, enable self-service options or revitalize loyalty programs.

Omnichannel orchestration is also a vital area strategists evaluate to bridge gaps between online and offline engagements into one unified journey. Experts also inject customer-centric thinking into areas like product development, store formats, pricing models and staff engagement programs.

Post launch, customer experience strategist and CX consulting experts design dashboards and analytics tracking to monitor performance on key touchpoints. By analyzing metrics like CSAT, Net Promoter scores, churn rate and lifetime value progression (among others), pros may quantify experience impact and identify areas for continual optimization.

At their core, customer experience strategists combine analytical precision, operational insights, design thinking and execution rigor to champion the customer perspective. Their frameworks and influence nurture deep customer connections for competitive differentiation and enduring brand affinity.