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Evaluate Your Mid-Year Customer Experience Strategy: Are You On Target?
03 June 2025
In today’s increasingly dynamic business landscape, Customer Experience (CX) has become one of the key indicators of a company’s success in retaining and attracting customers. Just like any other business strategy, a CX strategy needs to be evaluated regularly to ensure it remains relevant and continues to deliver positive results.
The middle of the year is an ideal time to conduct a comprehensive review of your CX strategy over the first six months. Has your strategy met its targets? Are your customers truly experiencing satisfaction and ease in every interaction with your business?
This article discusses how to evaluate your mid-year CX strategy, which indicators to pay attention to, and the steps you can take to develop an improvement plan for better results in the second half of the year.
Why Evaluating Your Customer Experience Strategy Matters
Conducting regular evaluations of your CX strategy provides significant benefits, including:
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Identifying barriers that hinder customer satisfaction
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Measuring the success of your CX Key Performance Indicators (KPIs)
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Developing data-driven improvements instead of relying on assumptions
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Increasing customer loyalty and driving business growth
Without a structured evaluation, your business risks losing customers due to minor gaps in the experience you provide.
Steps to Evaluate Your CX Strategy Mid-Year
1. Revisit Your CX Goals and Targets
Start by reviewing the initial goals of your CX strategy from earlier in the year. Were you aiming to improve your Net Promoter Score (NPS), reduce churn rate, or shorten response times?
Ensure these goals are still relevant and have been translated into clear KPIs. Adjust them if necessary to reflect current market dynamics.
2. Collect and Analyze Customer Interaction Data
Data is the foundation of every objective evaluation. Use data from various customer service channels such as:
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Call center (call duration, issue resolution rate)
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Live chat and WhatsApp (response time, customer satisfaction)
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Social media (comment and DM sentiment)
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Customer surveys (CSAT, NPS)
This data will help you identify trends, strengths, and critical pain points in your CX strategy.
3. Update Your Customer Journey Map
Refresh your customer journey map with current data. Identify stages where customers may face obstacles or frustrations, such as:
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Long wait times for responses
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Difficulty finding information
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Complicated complaint processes
A deep understanding of the customer journey helps you detect weak points and reinforce your strengths.
4. Evaluate Your Service Channels
Are the communication channels you offer aligned with customer preferences?
If your customers are more active on WhatsApp or Instagram DMs, but your customer service still focuses heavily on email and phone calls, it may be time to shift toward a more relevant omnichannel approach.
5. Compare Against Industry Benchmarks
Measure your CX performance against industry benchmarks. Is your response speed above average? Is your First Contact Resolution (FCR) rate adequate?
These benchmarks offer a realistic view of your competitive standing and help drive improvements.
Develop a Strategy for the Second Half of the Year
After the evaluation, it’s time to build an action plan for the remainder of the year. Consider these strategic steps:
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Optimize the use of technology such as chatbots, CRM systems, and analytics tools for efficiency and personalization
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Enhance customer service team training to improve communication and empathy
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Integrate all service channels into a single omnichannel platform for consistent and traceable interactions
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Create loyalty or rewards programs to show appreciation to loyal customers
These improvement strategies are more effective when supported by a professional CX partner who understands modern customer expectations.
Don’t Forget to Involve Your Customers
One commonly overlooked step is involving your customers directly in the evaluation process. Regularly request feedback through surveys or daily interactions.
Customers are your best source of insight—they can help shape a CX strategy that truly meets their needs rather than just internal assumptions.
Mid-year CX strategy evaluation is essential to ensure your business stays on track in delivering superior and competitive customer service.
With a data-driven approach, accurate journey mapping, and a well-planned strategy, you can enhance service quality, strengthen customer relationships, and achieve greater business targets by year’s end.
PT VADS Indonesia offers end-to-end customer experience solutions through omnichannel services, 24/7 professional teams, advanced technology, and a data-driven approach.
Let’s discuss your CX strategy now and create better customer experiences for the rest of the year!
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