Customer experience strategy
- Implementation of a CX maturity assessment to set a baseline and identify improvement areas in the organization.
- Review of the company's strategic information (vision, mission, values, strategy, KPIs vs org. structure) and recommendations.
- Facilitation of the CX training/workshops for the leadership.
- Development of the CX program plan.
Customer-centered culture
- Facilitation of values rollout workshops for employees.
- Design and implementation of the tailored CX training program "My role in creating the best customer experience".
- Review of the employee's performance evaluation criteria and recommendations.
- Facilitation of employee experience workshops and documentation of the employee journey map.
Get to know your customer
- Facilitation of customer personas identification workshops and documentation.
- Facilitation of Customer Journey (CJ) mapping workshops and documentation.
- Documentation of Customer Journey blueprint linking internal departments, processes, systems, and KPIs.
- Identification of the key CJ touchpoints for Voice of the Customer (VoC).
Customer experience measurement
- Identification of different data sources for VoC.
- Design of customer, partner, employee, vendor, and other surveys. Review and make recommendations on existing surveys linked to customer journey maps.
- Design questionnaires for customer, partner, employee, vendor, and other qualitative interviews.
- Analyze VoC data and provide recommendations for business improvement.
CX-driven business improvement
- CX program management and monitoring
- Application of Agile, Lean, or other business management methodologies for CX and business improvement.
- Advising on CX reporting and communication practices.
- Calculation of CX ROI based on internal KPIs.