One challenge for CX projects is deciding which scenarios and journeys to prioritize. Here are 3 factors you could weigh up.

1. What’s at stake
 The more important the goal, the more extreme our emotional response becomes when our progress is helped or hindered. With a bank the stakes are much higher if we’re reporting a fraud than if we’re updating our address. You could consider prioritizing these high stakes journeys.

BTW — pic shows the first of $62,377 of fraudulent transactions Chase mishandled, prompting us to switch banks. Hint Hint Chase...

2. Frequency 
There are often routine journeys that apply to many customers, are performed very often, or both. Taking a purely utilitarian perspective (in the sense that Jeremy Bentham would have understood it) polishing these journeys might offer the greatest benefit to the most people — another consideration.

3. Strategic importance
 Some customers are more profitable than others, and some journeys or interactions have a disproportionate impact on our commercial success by either: lowering adoption barriers, improving conversion / acquisition / share of wallet, lowering costs to serve, raising switching costs, etc. Another factor to consider then - which customers and journeys might impact business performance the most.

See this post on LinkedIn