The Essential Component of a New Product is a Well-defined Customer Experience Strategy

A great customer experience is about more than just good customer service. Getting to know your customers and building and investing in a long-lasting relationship with them are keys to making each customer journey a personalized experience.

Qualtrics XM’s 2019 report on ROI of Customer Experience showed that even minor changes to customer experience, such as fine-tuning integration or real-time support, can improve customer loyalty. [1] The Customer Experience market is poised to continue its growth and support an impressive compound annual growth rate (CAGR) of 17.5% from 2021 to 2028. [2]

Embarking on new ventures such as new product launches is a big and pivotal step for every business. Innovation should be accompanied by a well-designed and scalable customer experience strategy to achieve higher customer satisfaction rates, reduced customer churn, and increased revenues.

The Challenge

A well-known social media company was about to launch a new product that catered to a much broader audience. The Client needed a partner that is capable of understanding the needs of their complex audience, from anticipating customer inquiries to supporting CX channel strategies. They wanted to build a customized, end-to-end CX strategy that is fit to the new product while staying true to the company’s culture, philosophy, and brand. The Client knew this wasn’t going to be a one-size-fits-all solution, which was why they turned to Us.

Our #RidiculouslyGood CX Consultants identified three ways to add value to the customer experience strategy:

  1. Email Support
  2. Customized, End-to-End CX Solution
  3. Framework to Measure Success, Adjust, and Improve

TaskUs’ consulting team also leveraged existing client data, focus group results, and their own acquired knowledge to create detailed customer journey maps. Because the Client is a cutting-edge company, they wanted a full range of CX channels, including text chat and video chat, on top of voice and email support. To meet this need, our consulting team recommended a phased channel rollout.

Download our case study, The Essential Component of a New Product Launch is a Well-defined CX Strategy, to know more on how to develop a customer experience strategy that is fit to your intended audience and optimize an omnichannel approach to foster the success of your new product.


  1. How a Great Customer Experience Can Grow Your Bottom Line
  2. Customer Experience Management Market Size, Share & Trends Analysis Report By End-use (BFSI, Retail), By Analytical Tools (Speech, Text Analytics), By Deployment (Cloud, On-premise), By Touch Point Type, And Segment Forecasts, 2021 – 2028

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