Public-centered direction is all about baselining your organization’s current CX maturity, creating an aspiration point for where you would like to be, and constructing a roadmap of how to get there.

This dimension can be used at the beginning of your CX transformation journey, not only as a theoretical guide and assessment measure but as a practical tool during the stages of implementing your new CX strategy.

It is an invaluable strategic road map for starting and implementing your CX aspirations, consisting of the below components: