CX Programs
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Program Design
Define the learning agenda, sampling plan, touchpoints, governance, and metric definitions, then align to operational levers so feedback is structurally connected to actions teams can take, not just sentiment that feels informative.
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Reporting and Insight Cadence
Build trend-safe reporting with stable metrics, clear thresholds, and role-based views, then set a cadence aligned to planning cycles so leaders can monitor progress, spot emerging issues early, and prioritize fixes consistently.
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Closed-Loop Learning
Route feedback to owners with clear service-level expectations, track actions taken, and verify impact in subsequent measurement so CX improvements are measurable, attributable, and continuously refined rather than declared and forgotten.