Take a subtraction approach to streamline customer experiences

The 2023 Gartner report, The Minus Mindset: Subtract From Your Customer Experience Instead of Adding to It, states that, "CX improvement tends to focus on what to add, failing to consider what to subtract. To improve CX by removing things, executive leaders should use the techniques in this research for generating subtractive ideas, then apply a structured evaluation to identify the most promising opportunities."

Most CX improvement strategies focus on what to add, overlooking the importance of what to subtract. With this report, you’ll learn techniques for holding your own “subtract-a-thon” with CX stakeholders to isolate where to focus your efforts.

Identify subtraction ideas to benefit CX, including:

  • Unnecessary steps and distractions in the customer journey
  • Long wait times that can be shortened
  • Endless options and offerings that make decisions difficult
  • Brand promises that are difficult to keep consistently

Presenting:

Jane Cummins
Head of Strategy & Change, Direct Service, AIB

Presenting:

Jane Cummins
Head of Strategy & Change, Direct Service, AIB

Presenting:

Jane Cummins
Head of Strategy & Change, Direct Service, AIB

Presenting:

Jane Cummins
Head of Strategy & Change, Direct Service, AIB

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