Customer Experience Director OKR Examples

Document and standardize a customer journey for all customer touchpoints

The goal of this objective is to have a better understanding of our customer journey

• Run 3 POCs with different data management platforms
• Signup 1 contract with a data management platform with the best POC results
• Launch 1 pilot project for a subset of customer journey and present the results to the board

Develop a customer experience vision

The goal of this objective is to have a solid customer journey vision

• Establish a monthly competitors discovery process
• Create and present 1 new customer experience flow
• Launch 1 prototype with active customers and survey at least 20 active users

Develop a set of KPIs to measure customer satisfaction

The goal of this objective is to install a real-time customer satisfaction reporting solution

• Launch 1 new dashboarding solution with automatic anomaly detection
• Finalize benchmark for NPS and Customer Health Score (CHS)
• Setup and launch monthly reporting for NPS and CHS