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:
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.
Remember that strategy statement from January? Look at it with fresh eyes.
Ask:
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.
Let the data speak, but don’t stop there. Review key CX metrics like:
Then, ask:
➡️ 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.
Metrics tell you what’s happening. Feedback tells you why. (This includes untold customer feedback.)
Pull together:
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.
Customer experience is never siloed. It happens across every function.
Connect with leaders in:
Ask these leaders:
🧠 You’ll be amazed what insights come from the front lines.
Now, bring it all together. Create a summary of:
Visual tools help. Use updated customer journey maps to identify:
🗂️ This is your blueprint for the rest of the year.
Your CX refresh will go nowhere without executive support. When presenting your plan, focus on:
Use clear language, visuals, and real customer insights to tell a compelling story.
🎯 Show how smart CX pivots drive results—and reduce risk.
Implementing your updated strategy requires team-wide alignment and energy. Here’s how to build both:
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:
…we’re ready to help.
Explore our resources:
Or get in touch for expert guidance and ongoing support to make CX a powerful business driver for your organization.