The work of shaping a CX strategy should follow these steps: Spend time reflecting on your goals for your relationship with your customer and do some baseline investigation of your internal tools and processes. Get to know your customer and learn about their relevant (and sometimes not so relevant but illuminating) needs and frustrations. Distill what you’ve observed into key learning and opportunity areas, creating maps of the customer’s current experiences. Generate ideas, imagining new possibilities for or in support of customer interactions. Sort, group and prioritize these ideas into a recommendation and roadmap. Share your findings in a way that illuminates the vision’s possibilities and provides you with the inspiration and communication tools to move forward.