From Intention to Action: How to Structure a Continuous CX Improvement Plan

“We need to improve customer service.”
This phrase is repeated in many boardrooms across LATAM, but it rarely turns into a continuous, executable, and measurable strategy. Why? Because improving customer experience (CX) requires more than intention: it needs diagnosis, clear objectives, automation, monitoring, feedback, and above all, a methodological approach.

This blog doesn’t just explain why you should improve CX, but how to do it step by step, with a replicable and actionable structure.

Step 1: Data-Based Diagnosis, Not Perception-Based

Before changing anything, you need to understand what’s happening. A well-executed diagnosis answers:

  • Where does customer service get stuck?

  • Which channels are saturated or poorly managed?

  • Which metrics are below industry standards?

Suggested Framework: 360° CX Audit

Area Key Indicator Target Current Result
WhatsApp Response SLA (<5 min) 90% 62%
Email AHT 3 min 6 min
Voice (Call Center) % FCR (First Contact Resolution) 80% 65%
Agents Internal satisfaction 90% 72%

How to do it:

  • Extract data from the last 3 months by channel

  • Group it by journey stage

  • Analyze peaks, drop-offs, idle times

Example: At a university, discovering that 40% of leads were lost between WhatsApp and phone calls made it possible to redesign the journey and increase admissions by 18%.

Step 2: Define SMART Objectives Aligned with the Business

A strong CX plan doesn’t just improve service metrics—it supports business goals such as reducing operational costs, increasing retention, and boosting cross-sell revenue.

How to write a SMART objective:

“Reduce WhatsApp AHT from 6 to 3 minutes using automation and team training within 60 days.”

Tip: Align each objective with a business area:

  • SLA → Satisfaction and NPS

  • AHT → Operational costs

  • % Automation → Productivity

Mini guide: Use an OKR table

Objective Key Result Owner Deadline
Improve digital experience 90% SLA on web channels CX Manager 90 days
Reduce agent workload Automate 35% of flows Ops Lead 60 days

Step 3: Automate with Intention, Not Just Efficiency

Practical scenario: Imagine you’re the operations manager of a retail company with 20 agents. You handle 2,000 tickets per day, and 70% are repetitive questions. What do you do?

You prioritize automating:

  • Frequently asked questions (hours, stock, order tracking)

  • Post-purchase surveys

  • Purchase/shipping confirmations

But beware: automating everything without control creates frustration. How do you avoid that?

Impact vs. Effort Matrix for Automation Prioritization

Task Effort Impact Priority
Appointment scheduling Low High High
Legal responses High Low Low
FAQs Low High High

Recommendation: Configure bots with personalization, brand tone, and seamless handoff to human agents through automation.

Step 4: Continuous Monitoring: Become a CX Operations Team

Monitoring is what turns tactical change into sustainable improvement. What should you review weekly?

Key indicators:

  • % SLA achieved by channel

  • AHT by agent and queue

  • % effective automation

  • % of escalated requests

Example case: A services company reduced complaints by 40% after setting automatic alerts when SLA dropped below 70%. Immediate action led to better customer perception.

Step 5: Real Feedback from Customers and Your Team

Data isn’t enough—continuous improvement requires active listening. The Voice of the Customer (VoC) and the Voice of the Employee (VoE) are equally important.

How to get useful feedback:

  • Implement CSAT surveys after every interaction

  • Collect team ideas monthly or biweekly

  • Use semantic analysis to extract recurring themes (frustration, praise, doubts)

Tip: If a complaint appears in more than 10 different conversations in one week, take action.

AI Bonus: With Sagicc’s Gen AI, you can automatically tag emotions, urgency, and case complexity.

Step 6: Scale and Document

A plan without documentation is not scalable. That’s why you should:

  • Keep before/after versions of flows

  • Store changes in rules and campaigns

  • Log learnings per monthly sprint

Tip: Review quarterly which experiments worked and turn them into operational standards.

Moving from intention to action in CX is possible when structure exists. This step-by-step plan helps you identify bottlenecks, align CX with business goals, automate with logic, and build a culture of continuous improvement.

With Sagicc, you don’t just connect channels—you scale intelligent decisions to retain customers, increase sales, and lead your category.

👉 Discover more about Sagicc here