Maintaining a portfolio of customer experience (CX) improvement projects – prioritized by business and customer needs – is essential to the success of every CX program. This prioritized list of projects should act as a key input to your CX program roadmap, which visualizes what CX activities you will be doing and when. The goal of a CX project prioritization exercise is to – in an empirical way – arrive at a list of CX projects that are well-aligned with the current business environment, easy to update as needed, and position your CX program to deliver maximum value on an ongoing basis.

Use this worksheet to guide you through the process of prioritizing – or reprioritizing – your list of potential CX projects in a way that makes it easy for key stakeholders to participate, collaborate, and take ownership of the process.