Your Step-by-Step Guide to Realigning, Refreshing, and Reigniting CX Strategy

Let’s face it: January feels like it was years ago once summer starts.

Back then, you mapped out ambitious goals and kicked off initiatives meant to delight customers and move the business forward. But no matter how well you plan, reality has a way of surprising you—new customer behaviors, internal shifts, unexpected challenges, and enticing new opportunities.

That’s why the middle of the year is a golden opportunity not just to check in, but to course-correct, reinvigorate your customer experience strategy, and re-engage your team. It’s a moment to ask:

• What’s working?
• What needs adjusting?
• And how can we finish strong?

Let’s walk through how to conduct a mid-year CX review for a smart, strategic reset to maximize your success through the end of the year.

It can feel daunting to make long-term goals, given there is so much uncertainty. Use this as a way to take that deep breath and decide where to focus your energy to get the best results in the coming months.

Step-by-Step CX Review: How to Audit and Evolve Your Strategy

1. Revisit Your Annual Customer Experience Strategy

Remember that strategy statement from January? Look at it with fresh eyes.

Ask:

• Do our goals still reflect today’s customer expectations?
• Have emerging trends or business changes impacted our CX priorities?
• Are we staying true to our brand promise?

If your answers raise doubts, it’s time to recalibrate.

📌 Use this: Customer Experience Success Strategy Statement resource
🗒️ Your strategy should evolve as your customers do.

2. Compare Your CX Goals to Year-to-Date Results

Let the data speak, but don’t stop there. Review key CX metrics like:

• Net Promoter Score (NPS)
• Customer Satisfaction (CSAT)
• Support ticket resolution time
• Customer retention or churn
• Journey completion or product usage data

Then, ask:

• Are we meeting or missing our goals?
• What’s improved, and why?
• What’s lagging, and what’s behind that?

➡️ Example: One B2B client noticed a 20% increase in support tickets tied to a recent feature launch. A mid-year review uncovered confusion in the onboarding process. A simple tweak to messaging and journey design led to a measurable jump in satisfaction.

3. Listen to What Customers Are Really Saying

Metrics tell you what’s happening. Feedback tells you why. (This includes untold customer feedback.)

Pull together:

• Open-ended survey comments
• Reviews and testimonials
• Social media sentiment
• Support logs and complaint themes

Look for recurring pain points, unmet expectations, or new desires. This process can take some time, so consider using AI to boost your Voice of the Customer (VoC) program and quickly gain the insights you need.

📌 Need a framework? Use our Customer Feedback Listening Guide
💡 Insight leads to opportunity.

4. Engage Departmental Leaders for Insight

Customer experience is never siloed. It happens across every function.

Connect with leaders in:

• Sales: Are prospects raising new objections? What draws them to your product or service?
• Marketing: Is messaging aligned with current customer sentiment? Do we spotlight the areas customers say we excel in?
• Product: What do customers ask for in your product or service? Is their feedback shaping the product roadmap?
• Service: Where are bottlenecks or common complaints?

Ask these leaders:

• “What do your teams hear from customers daily?”
• “What’s working, and what’s getting in the way?”

🧠 You’ll be amazed what insights come from the front lines.

5. Map What’s Changed (and What Needs to)

Now, bring it all together. Create a summary of:

• Key wins so far
• Gaps between strategy and performance
• Trends from feedback and internal conversations
• Priority changes for the second half of the year

Visual tools help. Use updated customer journey maps to identify:

• New friction points
• Opportunities for improvement
• Where internal processes need alignment

🗂️ This is your blueprint for the rest of the year.

6. Secure Buy-In from Leadership

Your CX refresh will go nowhere without executive support. When presenting your plan, focus on:

• The “Why” – What’s changed and why it matters
• The “What” – Specific adjustments you propose
• The “So What” – Projected business impact and CX improvements

Use clear language, visuals, and real customer insights to tell a compelling story.

🎯 Show how smart CX pivots drive results—and reduce risk.

Aligning Your Organization on the Refreshed CX Vision

Implementing your updated strategy requires team-wide alignment and energy. Here’s how to build both:

• Tell the story – Share why updates are happening using real customer voices
• Be transparent – Explain what’s changing and how it affects team roles
• Encourage contribution – Ask for feedback and ideas from all levels
• Provide support – Offer updated resources or training
• Celebrate wins – Recognize early adopters and quick wins

Experience Investigators Has Your Back

Mid-year reviews are more than a nice-to-have. They’re a strategic must-do—because staying agile and connected to your customers is how exceptional brands win.

If you’re ready to:

• Refine your CX strategy
• Refresh your customer journey maps
• Empower your teams with insights

…we’re ready to help.

Explore our resources:

• Customer Experience Strategy 101: From Vision to Implementation
• Setting Clear and Actionable Customer Experience Goals
• Customer Journey Mapping Examples: 4 Use Cases to Inform Your CX Strategy

Or get in touch for expert guidance and ongoing support to make CX a powerful business driver for your organization.