Future of CX

Pillars of successful Customer Experience

Travis Cozzie
Sep 12
1-2 mins

Table of contents

Key takeawaysCollaboration platforms are essential to the new way of workingEmployees prefer engati over emailEmployees play a growing part in software purchasing decisionsThe future of work is collaborativeMethodology

Pillars of successful Customer Experience


Contextual experiences are built through a solid foundation in research and observation. Qualitative interviews, ethnographic research, search and social analysis, workshops, and surveys are some key ways that the functional needs of the stakeholder are discovered, captured, and communicated. Combined with traditional market research and quantitative data inputs ensure a complete picture of the opportunities available to influence the experience.


  • Stakeholder Interviews
  • Content Audits
  • Search and Social Analysis
  • Workshops
  • Surveys
  • Immersive Observations
  • Data Audit
  • Journaling
  • Device Capture


Customer experience is also more than just a positive business driver. Great experiences deliver emotional value not only to external stakeholders but to the internal organization as well. By communicating the stories and feedback of those who interact with the experience CX starts to become a cultural norm.  These combine to build an environment of “customer first” that drives teams forward towards customer-centricity.


  • Social listening
  • Ad-boards
  • Surveys
  • Awards


Through the contextual phase, many opportunities may arise. Having a way to not only visualize but categorize and prioritize them is necessary to find the right solution. Through various styles of maps, the research of the contextual phase can be placed in a digestible format that brings the needs of the stakeholders to life. Through these visuals, the organization can gain a clear picture of the opportunities and target those that will make the desired impact. By conducting a review and subsequent co-creation workshop the organization can break down silos between departments and foster an environment of useful solutions.

With this view, the organization can leverage rapid ideation, design thinking, and prototyping to turn the opportunities into actionable ideas.


  • Journey Maps
  • Relationship Maps
  • Service Blueprints
  • Process Maps
  • Ecosystem Maps
  • Workshops
  • Rapid Hack
  • Prototyping


To truly define the business value of an experience between a stakeholder and a company it must be measurable. Through a variety of methods, data can be captured as metrics and then synthesized into key performance indicators. By tracking these values over time, the experience can be tracked over time to reveal trends, find areas for improvement


  • Google Analytics
  • Media Reports
  • Sales Reports


Travis Cozzie

Travis Cozzie is the VP, Customer Experience Planning at Harrison and Star. He is also a CX Strategist and relentless problem solver.

His passion is driven by the belief that empathy is the key to forming relationships and is the foundation for meaningful experiences.

Through a mix of technical knowledge, creative insight, and behavioral psychology principles, Travis has helped define and launch strategy and experiences for top Fortune 500 companies in the manufacturing, pharmaceutical, automotive, retail and banking industries.

Andy is the Co-Founder and CIO of SwissCognitive - The Global AI Hub. He’s also the President of the Swiss IT Leadership Forum.

Andy is a digital enterprise leader and is transforming business strategies keeping the best interests of shareholders, customers, and employees in mind.

Follow him for your daily dose of AI news and thoughts on using AI to improve your business.

Catch our interview with Andy on AI in daily life

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