This document discusses integrating customer analytics into a business. It outlines a 5-step process for developing a sustainable customer experience (CX) program, including assessing the current experience, creating a CX strategy, developing quick wins, embedding CX processes, and achieving world-class benchmarks. It provides examples of journey mapping to identify pain points and prioritize actions. Quick wins should be customer-focused, impactful, and simple, and progress should be regularly reported and recognized. Developing a steering team, communicating progress, and sharing outcomes with customers are key to delivering on quick win goals.