The “Minus Mindset” – Subtract From Your Customer Experience, Because You’re Adding Too Much

Many organizations feel comfortable — perhaps even too comfortable — adding to their customer experience (CX) to improve it, because such additive approaches are popular and often seen as the norm. But what can you remove from your CX to make it better? What blockers prevent a better CX, and how can you eliminate those blockers? How do you utilize a "stop doing" list? Incorporating subtractive thinking into your organization’s CX requires intentionality and focus. Join this webinar as Gartner expert Michael Chiu explains how to utilize subtraction, the minus mindset, to improve your CX.

• Understand blockers that prevent a better CX

• Use a subtractive approach for better CX

• Identify the most promising subtractive ideas by utilizing a structured prioritization method

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