CX Strategy & Roadmap

Magister Consulting’s CX Strategy and Roadmap Development approach is deeply rooted in the same strategic principles that underpin its CX Maturity Assessment Framework. At its core, this methodology revolves around seven critical focus areas, ensuring a consistent and structured alignment from diagnostic to execution. When the maturity assessment has not been previously conducted, the process begins with a situational analysis—diagnosing where the organization stands in terms of CX capabilities. This baseline evaluation then fuels the identification of improvement areas, surfacing the gaps that need to be addressed for a more differentiated and customer-centric operation.

Following this diagnostic phase, the approach moves into prioritization—defining key strategic actions and their interdependencies, ensuring that resources are aligned with impact and feasibility. From here, a multi-level roadmap is constructed. 

• At the first level, a high-level CX Roadmap offers a strategic overview, pinpointing the core initiatives across the seven focus areas. 

• The second level breaks these initiatives down into actionable components, offering clarity on what needs to be done. 

• The final and most granular layer describes each action in detail, providing context, and execution guidance.

This three-tiered structure delivers not just a plan, but a practical path forward. It enables organizations to operationalize CX strategies and move from insights to action—bridging aspiration with transformation.