SlideShare a Scribd company logo

New Approach to Customer Experience Management

CX Pilots
CX Pilots

There are ways to lower risk, cost and speed of effectiveness in raising the Customer Experience bar in your organization. This is a focus on developing quick wins to get better #custexp outcomes in shorter time frames.

1 of 27
Downloaded 133 times
1
Modular Customer Experience Pilot Programs CX PILOTS A New Approach to Center Your Organization Around Its Customers Low Risk Quick CX Wins Designed for Your Organization
2
CX Pilots helps companies simplify the work of building better Customer Experience competencies. We help increase a company’s understanding of their customers so they can serve them better. Customer Experience Programs CX PILOTS 2
3
We provide a systematic approach to piloting quick wins that help CX leaders prioritize and focus on the things that matter most, first. We provide a short cut to CX monetization with lower risk, lower cost and faster outcome. Customer Experience Programs CX PILOTS 3
4
CX “Pilots” has a dual meaning: Customer Experience Programs CX PILOTS We are experienced & confident navigators and trusted advisors with deep backgrounds in Customer Experience, Change Management and Content Operations. We help companies achieve momentum through quick win “pilots” which are smaller, more modularly prototyped programs that build momentum. 1 2 4
5
Our Customer Experience Programs are valued because they help CX leaders simplify CX Program Design and Operations through a “modular” approach. Customer Experience Programs CX PILOTS “simplify” - all CX programs can be reduced to two elements: 1) the job of better understanding your customers 2) the job of applying that understanding to better serve your customers, systematically. “modular” - a new strategic approach to “quick win” momentum creation in CX. This reductive approach is both incremental and iterative. It focuses on fewer, more manageable program elements at a time to gain quicker overall program success. 5
6
Our approach is based on the philosophy that CX Programs: have to be pragmatic & simplified. have to be successful, faster. have to be more modular to be managed. have to be measurable. have to engage employees. Customer Experience Programs CX PILOTS 1 2 3 4 5 6
7
Customer Experience Programs CX PILOTS How CX Pilots works with companies. Run CX Pilots Is there an existing CX Program? Set up internal CX Workshops Build CX Compass NO YES Perform CX Flight Check (assessments) Assessments Value/Business Case Design Build Measure Govern/Support Sobriety Test Operations Transactions Stakeholders Relationships Revenue Test, Rapid Iteration Role-based Performance Management Dashboards Define a customer experience strategy that describes the intended customer experience. Solicit customer feedback about their experiences through surveys and/or interviews. Evaluate company’s ability to design to meet customer experiences. Research viability of channel penetration. Define a consistent set of customer experience standards across the organization. RunCXPilots Feedback Loop Follow the CX Flight Path 7
Most read
8
CX Pilots has three CX Services: Customer Experience Programs CX PILOTS Custom CX Assessments CX Workshops CX Consulting/Support …and two CX Tools: CX Flight Check (comprehensive assessments) CX Compass (CX Program Blueprint and Roadmap) 1 2 3 1 2 8
9
The CX Flight Check helps each organization measure and thoroughly understand where their CX Program stands by setting the proper benchmarks. Customer Experience Programs CX PILOTS • Strategy & Alignment • Awareness of Customer • Design Practices • Touchpoints • Performance Measurement • Governance • CX Culture The CX Pilots Flight Check measures six dimensions: 1) Company Sobriety 2) CX Operational Metrics 3) Offering/ Transactional 4) Stakeholder • Vision/Mission Check • Priorities Check • Leadership Support • Total Current Culture • Employee Engagement • Ability to Govern • Optimism • Funding 5) Relationship 6) Revenue • Web Usability • Offering Adoption • Conversions • Competitive Position • Trust Rating • Transaction Time • Channel Cohesion • Mystery Shopper Score • Sentiment Score • Attrition/Churn • Cross/Up Selling • Employee Connectedness • Measurability • Customer Defection • Satisfaction Score • Social Participation • Referral Activity • Customer Tenure • Purchase Frequency • Loyalty Infrastructure • Total Interactions • Average Orders • Activation Costs • Customer Lifetime Value • Cart Abandonment • Revenue from CX TheMeasures 1 2 3 4 5 6 Operational Transactional Stakeholder Relationship Revenue Average Cycle Times Timeliness First-Call Resolution Rates Number of Support Requests Brand Perception (Recognition, Credibility, Relevance, Influence) Delivery Timeliness/ Accuracy Tolerance of New Processes Accuracy of Inventory and Pricing Competitive Benchmarks Product Review Ratings Brand Value Trust Rating Brand Advocates/Net Promoters Customer Sat Scores Social Network Participation Customer and Employee Referrals Average Customer Tenure Purchase Frequency Loyalty Program Enrolled/Participating No. of Customers Interacting Customer Defect Rates Mystery Shopper Scores Sentiment Scores Customer Attrition/Churn No. of Product or Service Upgrades No. of Repeat Orders No. of Customers "Likely to Defect" Price Sensitivity Website Usability Adoption of New Products Product Return Rates End-to-End Transaction Times Average Order Size Deactivation/Reactivation Costs Cart Abandonment Rates Revenue Attributable to CX Improvement Sobriety Leadership Alignment Apathy Culture Readiness Total Employee Engagement Sandbagging/Resistance Mid-level support Ability to Communicate Change Collective Ambition of Participants Excitement in Innovation TheMetrics 1 2 3 4 5 6 TheDashboards 9
10
Customer Experience Programs CX PILOTS 10 Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement CX Culture CX Program Communications Platforms, Frameworks & Models Marketing/E-business IT Customer Support Operations Executive Level Team Our CX Flight Check solves the problem that prevents good organizations from realizing the benefits of strategic CX Programs. They don’t receive the funding because of the disparity in perceived value and urgency. We help close that gap. 1.0 3.0 2.0 2.0 0.5 1.0 1.0 1.4 3.0 4.0 4.0 4.25 2.25 2.4 5.5 1.0 5.0 6.0 2.0 5.0 5.0 4.4 5.5 8.0 7.0 8.5 7.25 3.2 4.4 3.3 4.0 4.9 9.5 9.2 9.2 5.8 9.5 8.9 8.75 4.5 8.5 pts. 6.2 pts. 7.2 pts. 3.8 pts. 9.0 pts. 7.9 pts. 7.75 pts. 7.0 pts. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement CX Culture CX Program Communications Platforms, Frameworks & Models We surveyed 5 people in 5 representative departments on how well they thought they were meeting customer needs based on these 8 dimensions. What we found is what we believe is a significant answer to the question, “why aren’t we doing a better job at serving the needs of our customers systematically, as a holistic organization.” • No one is looking at the same picture, in the same way. • CYA is rampant. • Answers are biased and point to a business case for increased funding befitting specific agendas. • There are varying degrees of proximity or separation from the true customer experience. BOTTOM LINE: You cannot set out to fix what you don’t understand to be broken. ANSWER: Custom designed CX Maturity Assessments administered more strategically. Max Disparity
11
The CX Compass helps each organization take actionable intelligence from the CX Flight Check so they can set the right direction or CX Flight Path. The direction defines the CX Program Strategy and Operations approach. Customer Experience Programs CX PILOTS 11
Most read
12
Customer Experience Program Management Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Share customer experience strategy with all employees. Define a customer experience strategy that describes the intended customer experience. Align the strategy with overall company strategy. Align the strategy with the company's brand attributes. Establish social channel strategy. Solicit customer feedback about their experiences through surveys and/or interviews. Collect unsolicited customer feedback (e.g., by mining calls, emails, or social media posts). Gather employees input re: their experiences with customers. Evaluate employee roles in delivering the customer experience. Conduct observational research studies in customers' natural environment. Analyze customer insights to identify key customer pain points and opportunities. Analyze customer insight from different organizational boundaries to identify disparity. Document customer understanding in a way that is easy for employees to understand and use. Create customer personas. Create customer journey maps/ atlases. Create role-based voice of the customer reports. Freely distribute CX documentation via training sessions. Use iterative ideation, prototyping, and evaluation as part of the experience design process. Define/redefine an agile customer experience design process. Evaluate company’s ability to design to meet customer experiences. Evaluate how to respond when a new experience is introduced or an existing experience is changed. Conduct customer experience strategy town hall meetings with all employees. Start and staff a CX Center of Excellence. Gain Executive-level sponsorship for the company’s focus on customer experience. Identify how to integrate CX into company performance measurement. Define/redefine customer experience design requirements standards. Use Awareness of Customer deliverables to define CX project requirements. Map the existing customer experience ecosystem. Identify interdependencies among people, processes, & tech that shape interactions with customers. Engage customers, partners, employees as part of the experience design process (e.g., co- creation). Couple UX and CX practices to ensure alignment between design for individuals and groups. Publish ideation / prototyping, on an internal employee blog to gain wide- reaching feedback. Publish & distribute CX outcome reports/ access to dashboards on CX blog. Define a customer experience quality framework that aligns with how customers judge an experience. Roll-out CX Quality Framework consistently across the organization (e.g., channels, lines of business). Illustrate how each group, role, and individual contributes to customer experience quality. Define the subsets of customer experience metrics. Measure how customers perceive their experiences with the organization. Collect descriptive metrics about each experience that provide context for customer perceptions. Analyze CX metrics for differences in experience quality per key segments. Analyze CX metrics for differences in experience quality per key tasks. Analyze CX metrics for differences in experience quality per key aspects of CX. Share customer experience metrics and models with all employees. Model the relationship between drivers of CX quality / customer perceptions of their experiences/ business outcomes. Conduct CX performance training sessions to employees. Adjust the design for new experience reflecting change via policy, process, product, technology. Define a consistent set of customer experience standards across the organization. Align the customer experience strategy to project evaluation, funding & prioritization decisions. Maintain a dedicated queue of customer experience improvement projects. Integrate CX criterion into policy, processes, technology, and communications decisions. Adjust CX program tactics or resource allocations based on outcomes. Review CX program status and metrics regularly to monitor progress toward meeting business goals. Assign role- specific CX management tasks to employees as a requirement of their positions. Evaluate employee performance against role- specific customer experience metrics. Coordinate across groups that share responsibility for a given experience. Tie raises, bonuses, promotions to performance on CX metrics. Screen candidates for customer- centric values as part of the hiring and selection process. Screen new hires for specific strategic CX skills skills. Train employees to deliver on their part of the organization's customer experience strategy. Communicate the importance of CX to every constituent. Collect and share stories of customer experience best practices across the employee base. Reinforce the importance of customer experience and what it takes to deliver it. Use informal rewards and celebrations to highlight exemplary customer-centric behavior. Share customer understanding with all employees. Create an internal CX CoE Blog. Publish customer personas and journey maps with directions and explanations. Create an internal CX content strategy. Write blog articles from UX & CX designers about how to design for experiences. Establish User- Centered Design Approach Research viability of channel penetration. Map total channel ecosystem. Refine Web analytics ecosystem. Develop Web traffic Acquisition Model (SEO). Develop social listening/ connection platform. Distribute content across relevant channels. Develop mobile- specific channel strategy. Develop channel- relative patterns of content re-use. Develop strong bridges between online and offline channels. Develop channel measurement approach. Persistently measure performance of CX and content per channel. Publish video blog post from executive about the importance of CX. Publish CX employees interviews about impact of CX on their roles. Hold all employee town hall from executives and CX lead about progress. Publish videos demonstrating how CX, Leadership & IT are coming together. Publish ongoing progress of CX program to illustrate momentum. Publish CX employees interviews about impact of CX on their roles. Hold all employee town hall recognizing key employees in advancing CX. Publish videos demonstrating how leadership is using CX to measure company performance. Publish ongoing progress of CX program to illustrate momentum. Develop Content Operations model (Strategy, creation, activation). Develop campaign management platform. Establish Email marketing program. Integrate user tracking/interaction platform. Integrate e-commerce into CX. Track campaign performance (ROMI). Develop community management platform. Establish end-to- end personalization framework. Create content consumption tracking model. Establish testing sandbox. Integrate marketing automation framework. Develop central hub for user profile data. Build up customer profile data (on-offline). Develop internal alerts (KPI reflexes). Develop predictive analytics (business intelligence) capability. Automate decision priorities (CTAs, promotions). Train employees to get involved in social media to expand company’s reach. Create internal employee CX advisory board. Create an employee rotation program that cross trains people on key CX roles. Develop a CX Knowledge base. Hold open- enrollment classes for employees to gain training on CX measurement. Develop a collective ambition program around CX. Customer Experience Programs CX PILOTS CX Flight Check :: The Total CX Program Ecosystem 12 Professional / Financial Services Example
13
Share customer experience strategy with all employees. Define a customer experience strategy that describes the intended customer experience. Align the strategy with overall company strategy. Align the strategy with the company's brand attributes. Conduct customer experience strategy town hall meetings with all employees. Start and staff a CX Center of Excellence. Gain Executive-level sponsorship for the company’s focus on customer experience. Identify how to integrate CX into company performance measurement. Customer Experience Programs CX PILOTS Strategy & Alignment •Define a customer experience strategy that describes the intended customer experience. •Align the strategy with overall company strategy. •Align the strategy with the company's brand attributes. •Gain Executive-level sponsorship for the company’s focus on customer experience. •Conduct customer experience strategy town hall meetings with all employees. •Share customer experience strategy with all employees. •Identify how to integrate CX into company performance measurement. •Start and staff a CX Center of Excellence Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Customer Experience Program Management CX Compass 13
14
Customer Experience Programs CX PILOTS Awareness of Customer •Solicit customer feedback about their experiences through surveys and/or interviews. •Collect unsolicited customer feedback (e.g., by mining calls, emails, or social medCollect unsolicited customer feedback (e.g., by mining calls, emails, or social media posts). •Gather employees input re: their experiences with customers. •Evaluate employee roles in delivering the customer experience. •Conduct observational research studies in customers' natural environment. •Analyze customer insights to identify key customer pain points and opportunities. •Analyze customer insight from different organizational boundaries to identify disparity. •Document customer understanding in a way that is easy for employees to understand and use. •Create customer personas. •Create customer journey maps/atlases. •Create role-based voice of the customer reports. •Freely distribute CX documentation via training sessions. Solicit customer feedback about their experiences through surveys and/or interviews. Collect unsolicited customer feedback (e.g., by mining calls, emails, or social media posts). Gather employees input re: their experiences with customers. Evaluate employee roles in delivering the customer experience. Conduct observational research studies in customers' natural environment. Analyze customer insights to identify key customer pain points and opportunities. Analyze customer insight from different organizational boundaries to identify disparity. Document customer understanding in a way that is easy for employees to understand and use. Create customer personas. Create customer journey maps/ atlases. Create role-based voice of the customer reports. Freely distribute CX documentation via training sessions. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Customer Experience Program Management CX Compass 14
15
Customer Experience Program Management Customer Experience Programs CX PILOTS CX Compass Design Practices •Evaluate company’s ability to design to meet customer experiences. •Define/redefine customer experience design requirements standards. •Define/redefine an agile customer experience design process. •Evaluate how to respond to a new experience or change an existing experience. •Use Awareness of Customer deliverables to define CX project requirements. •Identify interdependencies among people, processes, & tech shaping customer interactions. •Establish User-Centered Design Approach. •Engage customers, partners, employees in the experience design process (e.g., co-creation). •Map the existing customer experience ecosystem. •Couple UX and CX practices to ensure alignment between design for individuals and groups. •Use iterative ideation, prototyping, and evaluation as part of the experience design process. •Make new experience design adjustments reflecting change (policy, process, product, tech). •Publish ideation /prototyping, on an internal employee blog to gain wide-reaching feedback. Use iterative ideation, prototyping, and evaluation as part of the experience design process. Define/redefine an agile customer experience design process. Evaluate company’s ability to design to meet customer experiences. Evaluate how to respond when a new experience is introduced or an existing experience is changed. Define/redefine customer experience design requirements standards. Use Awareness of Customer deliverables to define CX project requirements. Map the existing customer experience ecosystem. Identify interdependencies among people, processes, & tech that shape interactions with customers. Engage customers, partners, employees as part of the experience design process (e.g., co- creation). Couple UX and CX practices to ensure alignment between design for individuals and groups. Publish ideation / prototyping, on an internal employee blog to gain wide- reaching feedback. Establish User- Centered Design Approach Adjust the design for new experience reflecting change via policy, process, product, technology. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models 15
16
Customer Experience Programs CX PILOTS Touchpoints and Channels •Research viability of channel penetration. •Map total channel ecosystem. •Establish social channel strategy. •Develop mobile-specific channel strategy. •Develop social listening/connection platform. •Distribute content across relevant channels. •Develop Web traffic Acquisition Model (SEO). •Develop channel-relative patterns of content re-use. •Develop strong bridges between online and offline channels. •Develop channel measurement approach. •Persistently measure performance of CX and content per channel. Establish social channel strategy. Research viability of channel penetration. Map total channel ecosystem. Develop Web traffic Acquisition Model (SEO). Develop social listening/ connection platform. Distribute content across relevant channels. Develop mobile- specific channel strategy. Develop channel- relative patterns of content re-use. Develop strong bridges between online and offline channels. Develop channel measurement approach. Persistently measure performance of CX and content per channel. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Customer Experience Program Management CX Compass 16
17
Customer Experience Programs CX PILOTS Performance Measurement •Define a customer experience quality framework that aligns with how customers judge an experience. •Roll-out CX Quality Framework consistently across the organization (e.g., channels, lines of business). •Illustrate how each group, role, and individual contributes to customer experience quality. •Measure how customers perceive their experiences with the organization. •Define the subsets of customer experience metrics. •Collect descriptive metrics about each experience that provide context for customer perceptions. •Analyze CX metrics for differences in experience quality per key aspects of CX. •Analyze CX metrics for differences in experience quality per key segments. •Conduct CX performance training sessions to employees. •Analyze CX metrics for differences in experience quality per key tasks. •Model the relationship between drivers of CX quality /customer perceptions of their experiences/ business outcomes. •Publish & distribute CX outcome reports/ access to dashboards on CX blog. •Share customer experience metrics and models with all employees. Publish & distribute CX outcome reports/ access to dashboards on CX blog. Define a customer experience quality framework that aligns with how customers judge an experience. Roll-out CX Quality Framework consistently across the organization (e.g., channels, lines of business). Illustrate how each group, role, and individual contributes to customer experience quality. Define the subsets of customer experience metrics. Measure how customers perceive their experiences with the organization. Collect descriptive metrics about each experience that provide context for customer perceptions. Analyze CX metrics for differences in experience quality per key segments. Analyze CX metrics for differences in experience quality per key tasks. Analyze CX metrics for differences in experience quality per key aspects of CX. Share customer experience metrics and models with all employees. Model the relationship between drivers of CX quality / customer perceptions of their experiences/ business outcomes. Conduct CX performance training sessions to employees. Refine Web analytics ecosystem. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Customer Experience Program Management CX Compass 17
18
Customer Experience Programs CX PILOTS Governance •Define a consistent set of customer experience standards across the organization. •Align the customer experience strategy to project evaluation, funding & prioritization decisions. •Integrate CX criterion into policy, processes, technology, and communications decisions. •Review CX program status and metrics regularly to monitor progress toward meeting business goals. •Adjust CX program tactics or resource allocations based on outcomes. •Maintain a dedicated queue of customer experience improvement projects. •Assign role-specific CX management tasks to employees as a requirement of their positions. •Evaluate employee performance against role-specific customer experience metrics. •Coordinate across groups that share responsibility for a given experience. Define a consistent set of customer experience standards across the organization. Align the customer experience strategy to project evaluation, funding & prioritization decisions. Maintain a dedicated queue of customer experience improvement projects. Integrate CX criterion into policy, processes, technology, and communications decisions. Adjust CX program tactics or resource allocations based on outcomes. Review CX program status and metrics regularly to monitor progress toward meeting business goals. Assign role- specific CX management tasks to employees as a requirement of their positions. Evaluate employee performance against role- specific customer experience metrics. Coordinate across groups that share responsibility for a given experience. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Customer Experience Program Management CX Compass 18
19
Customer Experience Programs CX PILOTS CX Culture •Screen candidates for customer-centric values as part of the hiring and selection process. •Screen new hires for specific strategic CX skills skills. •Train employees to deliver on their part of the organization's customer experience strategy. •Communicate the importance of CX to every constituent. •Collect and share stories of customer experience best practices across the employee base. •Develop a collective ambition program around CX. •Hold open-enrollment classes for employees to gain training on CX measurement. •Tie raises, bonuses, promotions to performance on CX metrics. •Reinforce the importance of customer experience and what it takes to deliver it. •Use informal rewards and celebrations to highlight exemplary customer-centric behavior. •Train employees to get involved in social media to expand company’s reach. •Create internal employee CX advisory board. •Create an employee rotation program that cross trains people on key CX roles. Tie raises, bonuses, promotions to performance on CX metrics. Screen candidates for customer- centric values as part of the hiring and selection process. Screen new hires for specific strategic CX skills skills. Train employees to deliver on their part of the organization's customer experience strategy. Communicate the importance of CX to every constituent. Collect and share stories of customer experience best practices across the employee base. Reinforce the importance of customer experience and what it takes to deliver it. Use informal rewards and celebrations to highlight exemplary customer-centric behavior. Train employees to get involved in social media to expand company’s reach. Create internal employee CX advisory board. Create an employee rotation program that cross trains people on key CX roles. Hold open- enrollment classes for employees to gain training on CX measurement. Develop a collective ambition program around CX. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Customer Experience Program Management CX Compass 19
20
Customer Experience Programs CX PILOTS CX Program Communications •Publish CX employees interviews about impact of CX on their roles. •Publish videos demonstrating how CX, Leadership & IT are coming together. •Publish ongoing progress of CX program to illustrate momentum. •Hold all employee town hall recognizing key employees in advancing CX. •Publish videos demonstrating how leadership is using CX to measure company performance. •Publish ongoing progress of CX program to illustrate further, ongoing momentum. Share customer understanding with all employees. Create an internal CX CoE Blog. Publish customer personas and journey maps with directions and explanations. Create an internal CX content strategy. Write blog articles from UX & CX designers about how to design for experiences. Publish video blog post from executive about the importance of CX. Publish CX employees interviews about impact of CX on their roles. Hold all employee town hall from executives and CX lead about progress. Publish videos demonstrating how CX, Leadership & IT are coming together. Publish ongoing progress of CX program to illustrate momentum. Publish CX employees interviews about impact of CX on their roles. Hold all employee town hall recognizing key employees in advancing CX. Publish videos demonstrating how leadership is using CX to measure company performance. Publish ongoing progress of CX program to illustrate momentum. •Create an internal CX CoE Blog. •Share customer understanding with all employees. •Create an internal CX content strategy. •Publish customer personas and journey maps with directions and explanations. •Write blog articles from UX & CX designers about how to design for experiences. •Publish video blog post from executive about the importance of CX. •Hold all employee town hall from executives and CX lead about progress. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Customer Experience Program Management CX Compass 20
21
Customer Experience Programs CX PILOTS Platforms, Frameworks & Models •Create content consumption tracking model. •Develop central hub for user profile data. •Build up customer profile data (on-offline). •Establish testing sandbox. •Develop internal alerts (KPI reflexes). •Integrate marketing automation framework. •Develop predictive analytics (business intelligence) capability. •Develop a CX Knowledge base. •Automate decision priorities (CTAs, promotions). •Develop Content Operations model (Strategy, creation, activation). •Develop campaign management platform. •Establish Email marketing program. •Integrate user tracking/interaction platform. •Develop community management platform. •Establish end-to-end personalization framework. •Track campaign performance (ROMI). •Integrate e-commerce into CX. Develop Content Operations model (Strategy, creation, activation). Develop campaign management platform. Establish Email marketing program. Integrate user tracking/interaction platform. Integrate e-commerce into CX. Track campaign performance (ROMI). Develop community management platform. Establish end-to- end personalization framework. Create content consumption tracking model. Develop central hub for user profile data. Build up customer profile data (on-offline). Develop internal alerts (KPI reflexes). Develop predictive analytics (business intelligence) capability. Automate decision priorities (CTAs, promotions). Establish testing sandbox. Integrate marketing automation framework. Develop a CX Knowledge base. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Customer Experience Program Management CX Compass 21
22
Customer Experience Program Management Customer Experience Programs CX PILOTS Share customer experience strategy with all employees. Define a customer experience strategy that describes the intended customer experience. Align the strategy with overall company strategy. Align the strategy with the company's brand attributes. Establish social channel strategy. Solicit customer feedback about their experiences through surveys and/or interviews. Collect unsolicited customer feedback (e.g., by mining calls, emails, or social media posts). Gather employees input re: their experiences with customers. Evaluate employee roles in delivering the customer experience. Conduct observational research studies in customers' natural environment. Analyze customer insight from different organizational boundaries to identify disparity. Document customer understanding in a way that is easy for employees to understand and use. Create customer personas. Create customer journey maps/ atlases. Create role-based voice of the customer reports. Freely distribute CX documentation via training sessions. Use iterative ideation, prototyping, and evaluation as part of the experience design process. Define/redefine an agile customer experience design process. Evaluate company’s ability to design to meet customer experiences. Evaluate how to respond when a new experience is introduced or an existing experience is changed. Conduct customer experience strategy town hall meetings with all employees. Start and staff a CX Center of Excellence. Gain Executive-level sponsorship for the company’s focus on customer experience. Identify how to integrate CX into company performance measurement. Define/redefine customer experience design requirements standards. Use Awareness of Customer deliverables to define CX project requirements. Map the existing customer experience ecosystem. Identify interdependencies among people, processes, & tech that shape interactions with customers. Engage customers, partners, employees as part of the experience design process (e.g., co- creation). Couple UX and CX practices to ensure alignment between design for individuals and groups. Publish ideation / prototyping, on an internal employee blog to gain wide- reaching feedback. Publish & distribute CX outcome reports/ access to dashboards on CX blog. Define a customer experience quality framework that aligns with how customers judge an experience. Roll-out CX Quality Framework consistently across the organization (e.g., channels, lines of business). Illustrate how each group, role, and individual contributes to customer experience quality. Define the subsets of customer experience metrics. Measure how customers perceive their experiences with the organization. Collect descriptive metrics about each experience that provide context for customer perceptions. Analyze CX metrics for differences in experience quality per key segments. Analyze CX metrics for differences in experience quality per key tasks. Analyze CX metrics for differences in experience quality per key aspects of CX. Share customer experience metrics and models with all employees. Model the relationship between drivers of CX quality / customer perceptions of their experiences/ business outcomes. Conduct CX performance training sessions to employees. Adjust the design for new experience reflecting change via policy, process, product, technology. Define a consistent set of customer experience standards across the organization. Align the customer experience strategy to project evaluation, funding & prioritization decisions. Maintain a dedicated queue of customer experience improvement projects. Integrate CX criterion into policy, processes, technology, and communications decisions. Adjust CX program tactics or resource allocations based on outcomes. Review CX program status and metrics regularly to monitor progress toward meeting business goals. Assign role- specific CX management tasks to employees as a requirement of their positions. Evaluate employee performance against role- specific customer experience metrics. Coordinate across groups that share responsibility for a given experience. Tie raises, bonuses, promotions to performance on CX metrics. Screen candidates for customer- centric values as part of the hiring and selection process. Screen new hires for specific strategic CX skills skills. Train employees to deliver on their part of the organization's customer experience strategy. Communicate the importance of CX to every constituent. Collect and share stories of customer experience best practices across the employee base. Reinforce the importance of customer experience and what it takes to deliver it. Use informal rewards and celebrations to highlight exemplary customer-centric behavior. Share customer understanding with all employees. Create an internal CX CoE Blog. Publish customer personas and journey maps with directions and explanations. Create an internal CX content strategy. Write blog articles from UX & CX designers about how to design for experiences. Establish User- Centered Design Approach Research viability of channel penetration. Map total channel ecosystem. Refine Web analytics ecosystem. Develop Web traffic Acquisition Model (SEO). Develop social listening/ connection platform. Distribute content across relevant channels. Develop mobile- specific channel strategy. Develop channel- relative patterns of content re-use. Develop strong bridges between online and offline channels. Develop channel measurement approach. Persistently measure performance of CX and content per channel. Publish video blog post from executive about the importance of CX. Publish CX employees interviews about impact of CX on their roles. Hold all employee town hall from executives and CX lead about progress. Publish videos demonstrating how CX, Leadership & IT are coming together. Publish ongoing progress of CX program to illustrate momentum. Publish CX employees interviews about impact of CX on their roles. Hold all employee town hall recognizing key employees in advancing CX. Publish videos demonstrating how leadership is using CX to measure company performance. Publish ongoing progress of CX program to illustrate momentum. Develop Content Operations model (Strategy, creation, activation). Develop campaign management platform. Establish Email marketing program. Integrate user tracking/interaction platform. Integrate e-commerce into CX. Track campaign performance (ROMI). Develop community management platform. Establish end-to- end personalization framework. Create content consumption tracking model. Establish testing sandbox. Integrate marketing automation framework. Develop central hub for user profile data. Build up customer profile data (on-offline). Develop internal alerts (KPI reflexes). Develop predictive analytics (business intelligence) capability. Automate decision priorities (CTAs, promotions). Train employees to get involved in social media to expand company’s reach. Create internal employee CX advisory board. Create an employee rotation program that cross trains people on key CX roles. Develop a CX Knowledge base. Hold open- enrollment classes for employees to gain training on CX measurement. Develop a collective ambition program around CX. Analyze customer insights to identify key customer pain points and opportunities. CX Compass :: Module Selection Based on CX Flightcheck Outcome Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models 22
23
Customer Experience Program Management Customer Experience Programs CX PILOTS Share customer experience strategy with all employees. Define a customer experience strategy that describes the intended customer experience. Align the strategy with overall company strategy. Align the strategy with the company's brand attributes. Establish social channel strategy. Solicit customer feedback about their experiences through surveys and/or interviews. Collect unsolicited customer feedback (e.g., by mining calls, emails, or social media posts). Gather employees input re: their experiences with customers. Evaluate employee roles in delivering the customer experience. Conduct observational research studies in customers' natural environment. Analyze customer insights to identify key customer pain points and opportunities. Create customer personas. Create customer journey maps/ atlases. Freely distribute CX documentation via training sessions. Define/redefine an agile customer experience design process. Evaluate company’s ability to design to meet customer experiences. Evaluate how to respond when a new experience is introduced or an existing experience is changed. Identify how to integrate CX into company performance measurement. Define/redefine customer experience design requirements standards. Map the existing customer experience ecosystem. Define a customer experience quality framework that aligns with how customers judge an experience. Roll-out CX Quality Framework consistently across the organization (e.g., channels, lines of business). Define the subsets of customer experience metrics. Measure how customers perceive their experiences with the organization. Define a consistent set of customer experience standards across the organization. Align the customer experience strategy to project evaluation, funding & prioritization decisions. Maintain a dedicated queue of customer experience improvement projects. Adjust CX program tactics or resource allocations based on outcomes. Train employees to deliver on their part of the organization's customer experience strategy. Communicate the importance of CX to every constituent. Share customer understanding with all employees. Create an internal CX CoE Blog. Establish User- Centered Design Approach Research viability of channel penetration. Map total channel ecosystem. Refine Web analytics ecosystem. Develop social listening/ connection platform. Develop mobile- specific channel strategy. Develop Content Operations model (Strategy, creation, activation). Develop campaign management platform. Develop a CX Knowledge base. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models CX Compass :: Module Selection Based on CX Flightcheck Outcome 23
24
Customer Experience Programs CX PILOTS Share customer experience strategy with all employees. Define a customer experience strategy that describes the intended customer experience. Align the strategy with overall company strategy. Align the strategy with the company's brand attributes. Establish social channel strategy. Solicit customer feedback about their experiences through surveys and/or interviews. Collect unsolicited customer feedback (e.g., by mining calls, emails, or social media posts). Gather employees input re: their experiences with customers. Evaluate employee roles in delivering the customer experience. Analyze customer insights to identify key customer pain points and opportunities. Create customer personas. Create customer journey maps/ atlases. Freely distribute CX documentation via training sessions. Define/redefine an agile customer experience design process. Evaluate company’s ability to design to meet customer experiences. Evaluate how to respond when a new experience is introduced or an existing experience is changed. Identify how to integrate CX into company performance measurement. Define/redefine customer experience design requirements standards. Map the existing customer experience ecosystem. Define a customer experience quality framework that aligns with how customers judge an experience. Roll-out CX Quality Framework consistently across the organization (e.g., channels, lines of business). Define the subsets of customer experience metrics. Measure how customers perceive their experiences with the organization. Define a consistent set of customer experience standards across the organization. Align the customer experience strategy to project evaluation, funding & prioritization decisions. Maintain a dedicated queue of customer experience improvement projects. Adjust CX program tactics or resource allocations based on outcomes. Train employees to deliver on their part of the organization's customer experience strategy. Communicate the importance of CX to every constituent. Share customer understanding with all employees. Create an internal CX CoE Blog. Establish User- Centered Design Approach Research viability of channel penetration. Map total channel ecosystem. Refine Web analytics ecosystem. Develop social listening/ connection platform. Develop mobile- specific channel strategy. Develop Content Operations model (Strategy, creation, activation). Develop campaign management platform. Develop a CX Knowledge base. Phase One Phase Two Phase Three Support Phase CX Compass :: Phased, Modular Program Development Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Customer Experience Program Management 24
25
If you are a Customer Experience leader in your company and you want to learn about an exciting new way to approach cost, speed, risk, effectiveness and engagement in CX within your organization, we would be happy to start a dialog with you. Customer Experience Programs CX PILOTS Chief Customer Officer VP-Customer Experience VP-Client Services VP-Customer Satisfaction & Quality VP-Customer Operations VP-Global Client Insight SVP-Customer Success VP-Customer Care & Support VP-Sales Ops & Business Development Head of Quality & Planning Director-Customer Experience Director-Customer Experience Specialists Director-Customer Advocacy Director-Global Client Insight Director-Customer Marketing Director-Strategic Products Manager- Customer Experience Manager-Segment Analytics & Loyalty Manager- Customer Loyalty Development Manager-Customer Marketing Manager-Customer Voice CRM Department Leader Customer Experience Lead Customer Engagement Champion Manager of Customer Excellence Deployment OurClientsAre: 25
26
Customer Experience Programs CX PILOTS About CX Pilots Follow Us On CX Pilots is a new voice, idea and approach to CX programs. Our strategic approach helps the C-Suite down to the front line, close the gap between the organization and its customer while lowering the cost of CX Program implementation. 100% of CX Pilot’s program implementations decrease the risk inherent in embedding Customer-centricity into the organizations while speeding up the cycle time to start seeing quick wins. We are momentum-builders who know how to create internal coalitions, eliminate program and adoption friction by partnering with leadership on the goals and initiative execution, and engage employees in incremental digestible change programs and that ultimately yield critical CX outcomes. CX Pilots predicates is success on more meaningful, in-depth and precise CX Maturity assessments that are built custom to each organization. CXPILOTS.COM Copyright © 2016. CX Pilots, Inc. All rights reserved. 041616 26
27
Modular Customer Experience Pilot Programs CX PILOTS ©CX PILOTS cxpilots.com Steven Keith, CX Program Architect steven@cxpilots.com (919) 771-5219 27 Low Risk Quick CX Wins Designed for Your Organization
Modular Customer Experience Pilot Programs CX PILOTS A New Approach to Center Your Organization Around Its Customers Low Risk Quick CX Wins Designed for Your Organization
CX Pilots helps companies simplify the work of building better Customer Experience competencies. We help increase a company’s understanding of their customers so they can serve them better. Customer Experience Programs CX PILOTS 2
We provide a systematic approach to piloting quick wins that help CX leaders prioritize and focus on the things that matter most, first. We provide a short cut to CX monetization with lower risk, lower cost and faster outcome. Customer Experience Programs CX PILOTS 3
CX “Pilots” has a dual meaning: Customer Experience Programs CX PILOTS We are experienced & confident navigators and trusted advisors with deep backgrounds in Customer Experience, Change Management and Content Operations. We help companies achieve momentum through quick win “pilots” which are smaller, more modularly prototyped programs that build momentum. 1 2 4
Our Customer Experience Programs are valued because they help CX leaders simplify CX Program Design and Operations through a “modular” approach. Customer Experience Programs CX PILOTS “simplify” - all CX programs can be reduced to two elements: 1) the job of better understanding your customers 2) the job of applying that understanding to better serve your customers, systematically. “modular” - a new strategic approach to “quick win” momentum creation in CX. This reductive approach is both incremental and iterative. It focuses on fewer, more manageable program elements at a time to gain quicker overall program success. 5
Our approach is based on the philosophy that CX Programs: have to be pragmatic & simplified. have to be successful, faster. have to be more modular to be managed. have to be measurable. have to engage employees. Customer Experience Programs CX PILOTS 1 2 3 4 5 6
Customer Experience Programs CX PILOTS How CX Pilots works with companies. Run CX Pilots Is there an existing CX Program? Set up internal CX Workshops Build CX Compass NO YES Perform CX Flight Check (assessments) Assessments Value/Business Case Design Build Measure Govern/Support Sobriety Test Operations Transactions Stakeholders Relationships Revenue Test, Rapid Iteration Role-based Performance Management Dashboards Define a customer experience strategy that describes the intended customer experience. Solicit customer feedback about their experiences through surveys and/or interviews. Evaluate company’s ability to design to meet customer experiences. Research viability of channel penetration. Define a consistent set of customer experience standards across the organization. RunCXPilots Feedback Loop Follow the CX Flight Path 7
CX Pilots has three CX Services: Customer Experience Programs CX PILOTS Custom CX Assessments CX Workshops CX Consulting/Support …and two CX Tools: CX Flight Check (comprehensive assessments) CX Compass (CX Program Blueprint and Roadmap) 1 2 3 1 2 8
The CX Flight Check helps each organization measure and thoroughly understand where their CX Program stands by setting the proper benchmarks. Customer Experience Programs CX PILOTS • Strategy & Alignment • Awareness of Customer • Design Practices • Touchpoints • Performance Measurement • Governance • CX Culture The CX Pilots Flight Check measures six dimensions: 1) Company Sobriety 2) CX Operational Metrics 3) Offering/ Transactional 4) Stakeholder • Vision/Mission Check • Priorities Check • Leadership Support • Total Current Culture • Employee Engagement • Ability to Govern • Optimism • Funding 5) Relationship 6) Revenue • Web Usability • Offering Adoption • Conversions • Competitive Position • Trust Rating • Transaction Time • Channel Cohesion • Mystery Shopper Score • Sentiment Score • Attrition/Churn • Cross/Up Selling • Employee Connectedness • Measurability • Customer Defection • Satisfaction Score • Social Participation • Referral Activity • Customer Tenure • Purchase Frequency • Loyalty Infrastructure • Total Interactions • Average Orders • Activation Costs • Customer Lifetime Value • Cart Abandonment • Revenue from CX TheMeasures 1 2 3 4 5 6 Operational Transactional Stakeholder Relationship Revenue Average Cycle Times Timeliness First-Call Resolution Rates Number of Support Requests Brand Perception (Recognition, Credibility, Relevance, Influence) Delivery Timeliness/ Accuracy Tolerance of New Processes Accuracy of Inventory and Pricing Competitive Benchmarks Product Review Ratings Brand Value Trust Rating Brand Advocates/Net Promoters Customer Sat Scores Social Network Participation Customer and Employee Referrals Average Customer Tenure Purchase Frequency Loyalty Program Enrolled/Participating No. of Customers Interacting Customer Defect Rates Mystery Shopper Scores Sentiment Scores Customer Attrition/Churn No. of Product or Service Upgrades No. of Repeat Orders No. of Customers "Likely to Defect" Price Sensitivity Website Usability Adoption of New Products Product Return Rates End-to-End Transaction Times Average Order Size Deactivation/Reactivation Costs Cart Abandonment Rates Revenue Attributable to CX Improvement Sobriety Leadership Alignment Apathy Culture Readiness Total Employee Engagement Sandbagging/Resistance Mid-level support Ability to Communicate Change Collective Ambition of Participants Excitement in Innovation TheMetrics 1 2 3 4 5 6 TheDashboards 9
Customer Experience Programs CX PILOTS 10 Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement CX Culture CX Program Communications Platforms, Frameworks & Models Marketing/E-business IT Customer Support Operations Executive Level Team Our CX Flight Check solves the problem that prevents good organizations from realizing the benefits of strategic CX Programs. They don’t receive the funding because of the disparity in perceived value and urgency. We help close that gap. 1.0 3.0 2.0 2.0 0.5 1.0 1.0 1.4 3.0 4.0 4.0 4.25 2.25 2.4 5.5 1.0 5.0 6.0 2.0 5.0 5.0 4.4 5.5 8.0 7.0 8.5 7.25 3.2 4.4 3.3 4.0 4.9 9.5 9.2 9.2 5.8 9.5 8.9 8.75 4.5 8.5 pts. 6.2 pts. 7.2 pts. 3.8 pts. 9.0 pts. 7.9 pts. 7.75 pts. 7.0 pts. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement CX Culture CX Program Communications Platforms, Frameworks & Models We surveyed 5 people in 5 representative departments on how well they thought they were meeting customer needs based on these 8 dimensions. What we found is what we believe is a significant answer to the question, “why aren’t we doing a better job at serving the needs of our customers systematically, as a holistic organization.” • No one is looking at the same picture, in the same way. • CYA is rampant. • Answers are biased and point to a business case for increased funding befitting specific agendas. • There are varying degrees of proximity or separation from the true customer experience. BOTTOM LINE: You cannot set out to fix what you don’t understand to be broken. ANSWER: Custom designed CX Maturity Assessments administered more strategically. Max Disparity
The CX Compass helps each organization take actionable intelligence from the CX Flight Check so they can set the right direction or CX Flight Path. The direction defines the CX Program Strategy and Operations approach. Customer Experience Programs CX PILOTS 11
Customer Experience Program Management Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Share customer experience strategy with all employees. Define a customer experience strategy that describes the intended customer experience. Align the strategy with overall company strategy. Align the strategy with the company's brand attributes. Establish social channel strategy. Solicit customer feedback about their experiences through surveys and/or interviews. Collect unsolicited customer feedback (e.g., by mining calls, emails, or social media posts). Gather employees input re: their experiences with customers. Evaluate employee roles in delivering the customer experience. Conduct observational research studies in customers' natural environment. Analyze customer insights to identify key customer pain points and opportunities. Analyze customer insight from different organizational boundaries to identify disparity. Document customer understanding in a way that is easy for employees to understand and use. Create customer personas. Create customer journey maps/ atlases. Create role-based voice of the customer reports. Freely distribute CX documentation via training sessions. Use iterative ideation, prototyping, and evaluation as part of the experience design process. Define/redefine an agile customer experience design process. Evaluate company’s ability to design to meet customer experiences. Evaluate how to respond when a new experience is introduced or an existing experience is changed. Conduct customer experience strategy town hall meetings with all employees. Start and staff a CX Center of Excellence. Gain Executive-level sponsorship for the company’s focus on customer experience. Identify how to integrate CX into company performance measurement. Define/redefine customer experience design requirements standards. Use Awareness of Customer deliverables to define CX project requirements. Map the existing customer experience ecosystem. Identify interdependencies among people, processes, & tech that shape interactions with customers. Engage customers, partners, employees as part of the experience design process (e.g., co- creation). Couple UX and CX practices to ensure alignment between design for individuals and groups. Publish ideation / prototyping, on an internal employee blog to gain wide- reaching feedback. Publish & distribute CX outcome reports/ access to dashboards on CX blog. Define a customer experience quality framework that aligns with how customers judge an experience. Roll-out CX Quality Framework consistently across the organization (e.g., channels, lines of business). Illustrate how each group, role, and individual contributes to customer experience quality. Define the subsets of customer experience metrics. Measure how customers perceive their experiences with the organization. Collect descriptive metrics about each experience that provide context for customer perceptions. Analyze CX metrics for differences in experience quality per key segments. Analyze CX metrics for differences in experience quality per key tasks. Analyze CX metrics for differences in experience quality per key aspects of CX. Share customer experience metrics and models with all employees. Model the relationship between drivers of CX quality / customer perceptions of their experiences/ business outcomes. Conduct CX performance training sessions to employees. Adjust the design for new experience reflecting change via policy, process, product, technology. Define a consistent set of customer experience standards across the organization. Align the customer experience strategy to project evaluation, funding & prioritization decisions. Maintain a dedicated queue of customer experience improvement projects. Integrate CX criterion into policy, processes, technology, and communications decisions. Adjust CX program tactics or resource allocations based on outcomes. Review CX program status and metrics regularly to monitor progress toward meeting business goals. Assign role- specific CX management tasks to employees as a requirement of their positions. Evaluate employee performance against role- specific customer experience metrics. Coordinate across groups that share responsibility for a given experience. Tie raises, bonuses, promotions to performance on CX metrics. Screen candidates for customer- centric values as part of the hiring and selection process. Screen new hires for specific strategic CX skills skills. Train employees to deliver on their part of the organization's customer experience strategy. Communicate the importance of CX to every constituent. Collect and share stories of customer experience best practices across the employee base. Reinforce the importance of customer experience and what it takes to deliver it. Use informal rewards and celebrations to highlight exemplary customer-centric behavior. Share customer understanding with all employees. Create an internal CX CoE Blog. Publish customer personas and journey maps with directions and explanations. Create an internal CX content strategy. Write blog articles from UX & CX designers about how to design for experiences. Establish User- Centered Design Approach Research viability of channel penetration. Map total channel ecosystem. Refine Web analytics ecosystem. Develop Web traffic Acquisition Model (SEO). Develop social listening/ connection platform. Distribute content across relevant channels. Develop mobile- specific channel strategy. Develop channel- relative patterns of content re-use. Develop strong bridges between online and offline channels. Develop channel measurement approach. Persistently measure performance of CX and content per channel. Publish video blog post from executive about the importance of CX. Publish CX employees interviews about impact of CX on their roles. Hold all employee town hall from executives and CX lead about progress. Publish videos demonstrating how CX, Leadership & IT are coming together. Publish ongoing progress of CX program to illustrate momentum. Publish CX employees interviews about impact of CX on their roles. Hold all employee town hall recognizing key employees in advancing CX. Publish videos demonstrating how leadership is using CX to measure company performance. Publish ongoing progress of CX program to illustrate momentum. Develop Content Operations model (Strategy, creation, activation). Develop campaign management platform. Establish Email marketing program. Integrate user tracking/interaction platform. Integrate e-commerce into CX. Track campaign performance (ROMI). Develop community management platform. Establish end-to- end personalization framework. Create content consumption tracking model. Establish testing sandbox. Integrate marketing automation framework. Develop central hub for user profile data. Build up customer profile data (on-offline). Develop internal alerts (KPI reflexes). Develop predictive analytics (business intelligence) capability. Automate decision priorities (CTAs, promotions). Train employees to get involved in social media to expand company’s reach. Create internal employee CX advisory board. Create an employee rotation program that cross trains people on key CX roles. Develop a CX Knowledge base. Hold open- enrollment classes for employees to gain training on CX measurement. Develop a collective ambition program around CX. Customer Experience Programs CX PILOTS CX Flight Check :: The Total CX Program Ecosystem 12 Professional / Financial Services Example
Share customer experience strategy with all employees. Define a customer experience strategy that describes the intended customer experience. Align the strategy with overall company strategy. Align the strategy with the company's brand attributes. Conduct customer experience strategy town hall meetings with all employees. Start and staff a CX Center of Excellence. Gain Executive-level sponsorship for the company’s focus on customer experience. Identify how to integrate CX into company performance measurement. Customer Experience Programs CX PILOTS Strategy & Alignment •Define a customer experience strategy that describes the intended customer experience. •Align the strategy with overall company strategy. •Align the strategy with the company's brand attributes. •Gain Executive-level sponsorship for the company’s focus on customer experience. •Conduct customer experience strategy town hall meetings with all employees. •Share customer experience strategy with all employees. •Identify how to integrate CX into company performance measurement. •Start and staff a CX Center of Excellence Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Customer Experience Program Management CX Compass 13
Customer Experience Programs CX PILOTS Awareness of Customer •Solicit customer feedback about their experiences through surveys and/or interviews. •Collect unsolicited customer feedback (e.g., by mining calls, emails, or social medCollect unsolicited customer feedback (e.g., by mining calls, emails, or social media posts). •Gather employees input re: their experiences with customers. •Evaluate employee roles in delivering the customer experience. •Conduct observational research studies in customers' natural environment. •Analyze customer insights to identify key customer pain points and opportunities. •Analyze customer insight from different organizational boundaries to identify disparity. •Document customer understanding in a way that is easy for employees to understand and use. •Create customer personas. •Create customer journey maps/atlases. •Create role-based voice of the customer reports. •Freely distribute CX documentation via training sessions. Solicit customer feedback about their experiences through surveys and/or interviews. Collect unsolicited customer feedback (e.g., by mining calls, emails, or social media posts). Gather employees input re: their experiences with customers. Evaluate employee roles in delivering the customer experience. Conduct observational research studies in customers' natural environment. Analyze customer insights to identify key customer pain points and opportunities. Analyze customer insight from different organizational boundaries to identify disparity. Document customer understanding in a way that is easy for employees to understand and use. Create customer personas. Create customer journey maps/ atlases. Create role-based voice of the customer reports. Freely distribute CX documentation via training sessions. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Customer Experience Program Management CX Compass 14
Customer Experience Program Management Customer Experience Programs CX PILOTS CX Compass Design Practices •Evaluate company’s ability to design to meet customer experiences. •Define/redefine customer experience design requirements standards. •Define/redefine an agile customer experience design process. •Evaluate how to respond to a new experience or change an existing experience. •Use Awareness of Customer deliverables to define CX project requirements. •Identify interdependencies among people, processes, & tech shaping customer interactions. •Establish User-Centered Design Approach. •Engage customers, partners, employees in the experience design process (e.g., co-creation). •Map the existing customer experience ecosystem. •Couple UX and CX practices to ensure alignment between design for individuals and groups. •Use iterative ideation, prototyping, and evaluation as part of the experience design process. •Make new experience design adjustments reflecting change (policy, process, product, tech). •Publish ideation /prototyping, on an internal employee blog to gain wide-reaching feedback. Use iterative ideation, prototyping, and evaluation as part of the experience design process. Define/redefine an agile customer experience design process. Evaluate company’s ability to design to meet customer experiences. Evaluate how to respond when a new experience is introduced or an existing experience is changed. Define/redefine customer experience design requirements standards. Use Awareness of Customer deliverables to define CX project requirements. Map the existing customer experience ecosystem. Identify interdependencies among people, processes, & tech that shape interactions with customers. Engage customers, partners, employees as part of the experience design process (e.g., co- creation). Couple UX and CX practices to ensure alignment between design for individuals and groups. Publish ideation / prototyping, on an internal employee blog to gain wide- reaching feedback. Establish User- Centered Design Approach Adjust the design for new experience reflecting change via policy, process, product, technology. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models 15
Customer Experience Programs CX PILOTS Touchpoints and Channels •Research viability of channel penetration. •Map total channel ecosystem. •Establish social channel strategy. •Develop mobile-specific channel strategy. •Develop social listening/connection platform. •Distribute content across relevant channels. •Develop Web traffic Acquisition Model (SEO). •Develop channel-relative patterns of content re-use. •Develop strong bridges between online and offline channels. •Develop channel measurement approach. •Persistently measure performance of CX and content per channel. Establish social channel strategy. Research viability of channel penetration. Map total channel ecosystem. Develop Web traffic Acquisition Model (SEO). Develop social listening/ connection platform. Distribute content across relevant channels. Develop mobile- specific channel strategy. Develop channel- relative patterns of content re-use. Develop strong bridges between online and offline channels. Develop channel measurement approach. Persistently measure performance of CX and content per channel. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Customer Experience Program Management CX Compass 16
Customer Experience Programs CX PILOTS Performance Measurement •Define a customer experience quality framework that aligns with how customers judge an experience. •Roll-out CX Quality Framework consistently across the organization (e.g., channels, lines of business). •Illustrate how each group, role, and individual contributes to customer experience quality. •Measure how customers perceive their experiences with the organization. •Define the subsets of customer experience metrics. •Collect descriptive metrics about each experience that provide context for customer perceptions. •Analyze CX metrics for differences in experience quality per key aspects of CX. •Analyze CX metrics for differences in experience quality per key segments. •Conduct CX performance training sessions to employees. •Analyze CX metrics for differences in experience quality per key tasks. •Model the relationship between drivers of CX quality /customer perceptions of their experiences/ business outcomes. •Publish & distribute CX outcome reports/ access to dashboards on CX blog. •Share customer experience metrics and models with all employees. Publish & distribute CX outcome reports/ access to dashboards on CX blog. Define a customer experience quality framework that aligns with how customers judge an experience. Roll-out CX Quality Framework consistently across the organization (e.g., channels, lines of business). Illustrate how each group, role, and individual contributes to customer experience quality. Define the subsets of customer experience metrics. Measure how customers perceive their experiences with the organization. Collect descriptive metrics about each experience that provide context for customer perceptions. Analyze CX metrics for differences in experience quality per key segments. Analyze CX metrics for differences in experience quality per key tasks. Analyze CX metrics for differences in experience quality per key aspects of CX. Share customer experience metrics and models with all employees. Model the relationship between drivers of CX quality / customer perceptions of their experiences/ business outcomes. Conduct CX performance training sessions to employees. Refine Web analytics ecosystem. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Customer Experience Program Management CX Compass 17
Customer Experience Programs CX PILOTS Governance •Define a consistent set of customer experience standards across the organization. •Align the customer experience strategy to project evaluation, funding & prioritization decisions. •Integrate CX criterion into policy, processes, technology, and communications decisions. •Review CX program status and metrics regularly to monitor progress toward meeting business goals. •Adjust CX program tactics or resource allocations based on outcomes. •Maintain a dedicated queue of customer experience improvement projects. •Assign role-specific CX management tasks to employees as a requirement of their positions. •Evaluate employee performance against role-specific customer experience metrics. •Coordinate across groups that share responsibility for a given experience. Define a consistent set of customer experience standards across the organization. Align the customer experience strategy to project evaluation, funding & prioritization decisions. Maintain a dedicated queue of customer experience improvement projects. Integrate CX criterion into policy, processes, technology, and communications decisions. Adjust CX program tactics or resource allocations based on outcomes. Review CX program status and metrics regularly to monitor progress toward meeting business goals. Assign role- specific CX management tasks to employees as a requirement of their positions. Evaluate employee performance against role- specific customer experience metrics. Coordinate across groups that share responsibility for a given experience. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Customer Experience Program Management CX Compass 18
Customer Experience Programs CX PILOTS CX Culture •Screen candidates for customer-centric values as part of the hiring and selection process. •Screen new hires for specific strategic CX skills skills. •Train employees to deliver on their part of the organization's customer experience strategy. •Communicate the importance of CX to every constituent. •Collect and share stories of customer experience best practices across the employee base. •Develop a collective ambition program around CX. •Hold open-enrollment classes for employees to gain training on CX measurement. •Tie raises, bonuses, promotions to performance on CX metrics. •Reinforce the importance of customer experience and what it takes to deliver it. •Use informal rewards and celebrations to highlight exemplary customer-centric behavior. •Train employees to get involved in social media to expand company’s reach. •Create internal employee CX advisory board. •Create an employee rotation program that cross trains people on key CX roles. Tie raises, bonuses, promotions to performance on CX metrics. Screen candidates for customer- centric values as part of the hiring and selection process. Screen new hires for specific strategic CX skills skills. Train employees to deliver on their part of the organization's customer experience strategy. Communicate the importance of CX to every constituent. Collect and share stories of customer experience best practices across the employee base. Reinforce the importance of customer experience and what it takes to deliver it. Use informal rewards and celebrations to highlight exemplary customer-centric behavior. Train employees to get involved in social media to expand company’s reach. Create internal employee CX advisory board. Create an employee rotation program that cross trains people on key CX roles. Hold open- enrollment classes for employees to gain training on CX measurement. Develop a collective ambition program around CX. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Customer Experience Program Management CX Compass 19
Customer Experience Programs CX PILOTS CX Program Communications •Publish CX employees interviews about impact of CX on their roles. •Publish videos demonstrating how CX, Leadership & IT are coming together. •Publish ongoing progress of CX program to illustrate momentum. •Hold all employee town hall recognizing key employees in advancing CX. •Publish videos demonstrating how leadership is using CX to measure company performance. •Publish ongoing progress of CX program to illustrate further, ongoing momentum. Share customer understanding with all employees. Create an internal CX CoE Blog. Publish customer personas and journey maps with directions and explanations. Create an internal CX content strategy. Write blog articles from UX & CX designers about how to design for experiences. Publish video blog post from executive about the importance of CX. Publish CX employees interviews about impact of CX on their roles. Hold all employee town hall from executives and CX lead about progress. Publish videos demonstrating how CX, Leadership & IT are coming together. Publish ongoing progress of CX program to illustrate momentum. Publish CX employees interviews about impact of CX on their roles. Hold all employee town hall recognizing key employees in advancing CX. Publish videos demonstrating how leadership is using CX to measure company performance. Publish ongoing progress of CX program to illustrate momentum. •Create an internal CX CoE Blog. •Share customer understanding with all employees. •Create an internal CX content strategy. •Publish customer personas and journey maps with directions and explanations. •Write blog articles from UX & CX designers about how to design for experiences. •Publish video blog post from executive about the importance of CX. •Hold all employee town hall from executives and CX lead about progress. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Customer Experience Program Management CX Compass 20
Customer Experience Programs CX PILOTS Platforms, Frameworks & Models •Create content consumption tracking model. •Develop central hub for user profile data. •Build up customer profile data (on-offline). •Establish testing sandbox. •Develop internal alerts (KPI reflexes). •Integrate marketing automation framework. •Develop predictive analytics (business intelligence) capability. •Develop a CX Knowledge base. •Automate decision priorities (CTAs, promotions). •Develop Content Operations model (Strategy, creation, activation). •Develop campaign management platform. •Establish Email marketing program. •Integrate user tracking/interaction platform. •Develop community management platform. •Establish end-to-end personalization framework. •Track campaign performance (ROMI). •Integrate e-commerce into CX. Develop Content Operations model (Strategy, creation, activation). Develop campaign management platform. Establish Email marketing program. Integrate user tracking/interaction platform. Integrate e-commerce into CX. Track campaign performance (ROMI). Develop community management platform. Establish end-to- end personalization framework. Create content consumption tracking model. Develop central hub for user profile data. Build up customer profile data (on-offline). Develop internal alerts (KPI reflexes). Develop predictive analytics (business intelligence) capability. Automate decision priorities (CTAs, promotions). Establish testing sandbox. Integrate marketing automation framework. Develop a CX Knowledge base. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Customer Experience Program Management CX Compass 21
Customer Experience Program Management Customer Experience Programs CX PILOTS Share customer experience strategy with all employees. Define a customer experience strategy that describes the intended customer experience. Align the strategy with overall company strategy. Align the strategy with the company's brand attributes. Establish social channel strategy. Solicit customer feedback about their experiences through surveys and/or interviews. Collect unsolicited customer feedback (e.g., by mining calls, emails, or social media posts). Gather employees input re: their experiences with customers. Evaluate employee roles in delivering the customer experience. Conduct observational research studies in customers' natural environment. Analyze customer insight from different organizational boundaries to identify disparity. Document customer understanding in a way that is easy for employees to understand and use. Create customer personas. Create customer journey maps/ atlases. Create role-based voice of the customer reports. Freely distribute CX documentation via training sessions. Use iterative ideation, prototyping, and evaluation as part of the experience design process. Define/redefine an agile customer experience design process. Evaluate company’s ability to design to meet customer experiences. Evaluate how to respond when a new experience is introduced or an existing experience is changed. Conduct customer experience strategy town hall meetings with all employees. Start and staff a CX Center of Excellence. Gain Executive-level sponsorship for the company’s focus on customer experience. Identify how to integrate CX into company performance measurement. Define/redefine customer experience design requirements standards. Use Awareness of Customer deliverables to define CX project requirements. Map the existing customer experience ecosystem. Identify interdependencies among people, processes, & tech that shape interactions with customers. Engage customers, partners, employees as part of the experience design process (e.g., co- creation). Couple UX and CX practices to ensure alignment between design for individuals and groups. Publish ideation / prototyping, on an internal employee blog to gain wide- reaching feedback. Publish & distribute CX outcome reports/ access to dashboards on CX blog. Define a customer experience quality framework that aligns with how customers judge an experience. Roll-out CX Quality Framework consistently across the organization (e.g., channels, lines of business). Illustrate how each group, role, and individual contributes to customer experience quality. Define the subsets of customer experience metrics. Measure how customers perceive their experiences with the organization. Collect descriptive metrics about each experience that provide context for customer perceptions. Analyze CX metrics for differences in experience quality per key segments. Analyze CX metrics for differences in experience quality per key tasks. Analyze CX metrics for differences in experience quality per key aspects of CX. Share customer experience metrics and models with all employees. Model the relationship between drivers of CX quality / customer perceptions of their experiences/ business outcomes. Conduct CX performance training sessions to employees. Adjust the design for new experience reflecting change via policy, process, product, technology. Define a consistent set of customer experience standards across the organization. Align the customer experience strategy to project evaluation, funding & prioritization decisions. Maintain a dedicated queue of customer experience improvement projects. Integrate CX criterion into policy, processes, technology, and communications decisions. Adjust CX program tactics or resource allocations based on outcomes. Review CX program status and metrics regularly to monitor progress toward meeting business goals. Assign role- specific CX management tasks to employees as a requirement of their positions. Evaluate employee performance against role- specific customer experience metrics. Coordinate across groups that share responsibility for a given experience. Tie raises, bonuses, promotions to performance on CX metrics. Screen candidates for customer- centric values as part of the hiring and selection process. Screen new hires for specific strategic CX skills skills. Train employees to deliver on their part of the organization's customer experience strategy. Communicate the importance of CX to every constituent. Collect and share stories of customer experience best practices across the employee base. Reinforce the importance of customer experience and what it takes to deliver it. Use informal rewards and celebrations to highlight exemplary customer-centric behavior. Share customer understanding with all employees. Create an internal CX CoE Blog. Publish customer personas and journey maps with directions and explanations. Create an internal CX content strategy. Write blog articles from UX & CX designers about how to design for experiences. Establish User- Centered Design Approach Research viability of channel penetration. Map total channel ecosystem. Refine Web analytics ecosystem. Develop Web traffic Acquisition Model (SEO). Develop social listening/ connection platform. Distribute content across relevant channels. Develop mobile- specific channel strategy. Develop channel- relative patterns of content re-use. Develop strong bridges between online and offline channels. Develop channel measurement approach. Persistently measure performance of CX and content per channel. Publish video blog post from executive about the importance of CX. Publish CX employees interviews about impact of CX on their roles. Hold all employee town hall from executives and CX lead about progress. Publish videos demonstrating how CX, Leadership & IT are coming together. Publish ongoing progress of CX program to illustrate momentum. Publish CX employees interviews about impact of CX on their roles. Hold all employee town hall recognizing key employees in advancing CX. Publish videos demonstrating how leadership is using CX to measure company performance. Publish ongoing progress of CX program to illustrate momentum. Develop Content Operations model (Strategy, creation, activation). Develop campaign management platform. Establish Email marketing program. Integrate user tracking/interaction platform. Integrate e-commerce into CX. Track campaign performance (ROMI). Develop community management platform. Establish end-to- end personalization framework. Create content consumption tracking model. Establish testing sandbox. Integrate marketing automation framework. Develop central hub for user profile data. Build up customer profile data (on-offline). Develop internal alerts (KPI reflexes). Develop predictive analytics (business intelligence) capability. Automate decision priorities (CTAs, promotions). Train employees to get involved in social media to expand company’s reach. Create internal employee CX advisory board. Create an employee rotation program that cross trains people on key CX roles. Develop a CX Knowledge base. Hold open- enrollment classes for employees to gain training on CX measurement. Develop a collective ambition program around CX. Analyze customer insights to identify key customer pain points and opportunities. CX Compass :: Module Selection Based on CX Flightcheck Outcome Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models 22
Customer Experience Program Management Customer Experience Programs CX PILOTS Share customer experience strategy with all employees. Define a customer experience strategy that describes the intended customer experience. Align the strategy with overall company strategy. Align the strategy with the company's brand attributes. Establish social channel strategy. Solicit customer feedback about their experiences through surveys and/or interviews. Collect unsolicited customer feedback (e.g., by mining calls, emails, or social media posts). Gather employees input re: their experiences with customers. Evaluate employee roles in delivering the customer experience. Conduct observational research studies in customers' natural environment. Analyze customer insights to identify key customer pain points and opportunities. Create customer personas. Create customer journey maps/ atlases. Freely distribute CX documentation via training sessions. Define/redefine an agile customer experience design process. Evaluate company’s ability to design to meet customer experiences. Evaluate how to respond when a new experience is introduced or an existing experience is changed. Identify how to integrate CX into company performance measurement. Define/redefine customer experience design requirements standards. Map the existing customer experience ecosystem. Define a customer experience quality framework that aligns with how customers judge an experience. Roll-out CX Quality Framework consistently across the organization (e.g., channels, lines of business). Define the subsets of customer experience metrics. Measure how customers perceive their experiences with the organization. Define a consistent set of customer experience standards across the organization. Align the customer experience strategy to project evaluation, funding & prioritization decisions. Maintain a dedicated queue of customer experience improvement projects. Adjust CX program tactics or resource allocations based on outcomes. Train employees to deliver on their part of the organization's customer experience strategy. Communicate the importance of CX to every constituent. Share customer understanding with all employees. Create an internal CX CoE Blog. Establish User- Centered Design Approach Research viability of channel penetration. Map total channel ecosystem. Refine Web analytics ecosystem. Develop social listening/ connection platform. Develop mobile- specific channel strategy. Develop Content Operations model (Strategy, creation, activation). Develop campaign management platform. Develop a CX Knowledge base. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models CX Compass :: Module Selection Based on CX Flightcheck Outcome 23
Customer Experience Programs CX PILOTS Share customer experience strategy with all employees. Define a customer experience strategy that describes the intended customer experience. Align the strategy with overall company strategy. Align the strategy with the company's brand attributes. Establish social channel strategy. Solicit customer feedback about their experiences through surveys and/or interviews. Collect unsolicited customer feedback (e.g., by mining calls, emails, or social media posts). Gather employees input re: their experiences with customers. Evaluate employee roles in delivering the customer experience. Analyze customer insights to identify key customer pain points and opportunities. Create customer personas. Create customer journey maps/ atlases. Freely distribute CX documentation via training sessions. Define/redefine an agile customer experience design process. Evaluate company’s ability to design to meet customer experiences. Evaluate how to respond when a new experience is introduced or an existing experience is changed. Identify how to integrate CX into company performance measurement. Define/redefine customer experience design requirements standards. Map the existing customer experience ecosystem. Define a customer experience quality framework that aligns with how customers judge an experience. Roll-out CX Quality Framework consistently across the organization (e.g., channels, lines of business). Define the subsets of customer experience metrics. Measure how customers perceive their experiences with the organization. Define a consistent set of customer experience standards across the organization. Align the customer experience strategy to project evaluation, funding & prioritization decisions. Maintain a dedicated queue of customer experience improvement projects. Adjust CX program tactics or resource allocations based on outcomes. Train employees to deliver on their part of the organization's customer experience strategy. Communicate the importance of CX to every constituent. Share customer understanding with all employees. Create an internal CX CoE Blog. Establish User- Centered Design Approach Research viability of channel penetration. Map total channel ecosystem. Refine Web analytics ecosystem. Develop social listening/ connection platform. Develop mobile- specific channel strategy. Develop Content Operations model (Strategy, creation, activation). Develop campaign management platform. Develop a CX Knowledge base. Phase One Phase Two Phase Three Support Phase CX Compass :: Phased, Modular Program Development Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Customer Experience Program Management 24
If you are a Customer Experience leader in your company and you want to learn about an exciting new way to approach cost, speed, risk, effectiveness and engagement in CX within your organization, we would be happy to start a dialog with you. Customer Experience Programs CX PILOTS Chief Customer Officer VP-Customer Experience VP-Client Services VP-Customer Satisfaction & Quality VP-Customer Operations VP-Global Client Insight SVP-Customer Success VP-Customer Care & Support VP-Sales Ops & Business Development Head of Quality & Planning Director-Customer Experience Director-Customer Experience Specialists Director-Customer Advocacy Director-Global Client Insight Director-Customer Marketing Director-Strategic Products Manager- Customer Experience Manager-Segment Analytics & Loyalty Manager- Customer Loyalty Development Manager-Customer Marketing Manager-Customer Voice CRM Department Leader Customer Experience Lead Customer Engagement Champion Manager of Customer Excellence Deployment OurClientsAre: 25
Customer Experience Programs CX PILOTS About CX Pilots Follow Us On CX Pilots is a new voice, idea and approach to CX programs. Our strategic approach helps the C-Suite down to the front line, close the gap between the organization and its customer while lowering the cost of CX Program implementation. 100% of CX Pilot’s program implementations decrease the risk inherent in embedding Customer-centricity into the organizations while speeding up the cycle time to start seeing quick wins. We are momentum-builders who know how to create internal coalitions, eliminate program and adoption friction by partnering with leadership on the goals and initiative execution, and engage employees in incremental digestible change programs and that ultimately yield critical CX outcomes. CX Pilots predicates is success on more meaningful, in-depth and precise CX Maturity assessments that are built custom to each organization. CXPILOTS.COM Copyright © 2016. CX Pilots, Inc. All rights reserved. 041616 26
Modular Customer Experience Pilot Programs CX PILOTS ©CX PILOTS cxpilots.com Steven Keith, CX Program Architect steven@cxpilots.com (919) 771-5219 27 Low Risk Quick CX Wins Designed for Your Organization
Ad

Recommended

The Customer Experience Is Your Brand
The Customer Experience Is Your BrandThe Customer Experience Is Your Brand
The Customer Experience Is Your Brand
Drew Diskin
 
Understanding Customer Experience
Understanding Customer Experience Understanding Customer Experience
Understanding Customer Experience
Maroua Saoud
 
Guide to Customer Journey Mapping
Guide to Customer Journey MappingGuide to Customer Journey Mapping
Guide to Customer Journey Mapping
Jake Truemper
 
State of fintech report
State of fintech reportState of fintech report
State of fintech report
PAYFORT
 
What is Customer Experience?
What is Customer Experience?What is Customer Experience?
What is Customer Experience?
ClearAction
 
A Guide To Customer Experience Mapping
A Guide To Customer Experience MappingA Guide To Customer Experience Mapping
A Guide To Customer Experience Mapping
Bryan K. O'Rourke
 
Plm & windchill
Plm & windchillPlm & windchill
Plm & windchill
sumanrao33
 
4 STEPS TO EFFECTIVE TIME MANAGEMENT - turning time into productivity
4 STEPS TO EFFECTIVE TIME MANAGEMENT - turning time into productivity4 STEPS TO EFFECTIVE TIME MANAGEMENT - turning time into productivity
4 STEPS TO EFFECTIVE TIME MANAGEMENT - turning time into productivity
Tom Fox
 
Total Customer Experience
Total Customer ExperienceTotal Customer Experience
Total Customer Experience
Sanjay Singh
 
Customer experience overview
Customer experience overview Customer experience overview
Customer experience overview
Nancy Yaklich, MBA, Green Belt, CSPO
 
Memorable Customer Experience
Memorable Customer ExperienceMemorable Customer Experience
Memorable Customer Experience
Anjum Sultana
 
The Customer Experience
The Customer ExperienceThe Customer Experience
The Customer Experience
Reema
 
Customer Experience Management
Customer Experience ManagementCustomer Experience Management
Customer Experience Management
Ali Zeeshan
 
Building Customer Experience
Building Customer ExperienceBuilding Customer Experience
Building Customer Experience
Harsha MV
 
Customer Experience: Fundamentals
Customer Experience: FundamentalsCustomer Experience: Fundamentals
Customer Experience: Fundamentals
Maryam Naeli
 
Customer Experience Management
Customer Experience ManagementCustomer Experience Management
Customer Experience Management
Richard Randolph
 
Customer Experience Management
Customer Experience ManagementCustomer Experience Management
Customer Experience Management
Valentin - Corneliu Clejan
 
Customer experience mangment ppt
Customer experience mangment pptCustomer experience mangment ppt
Customer experience mangment ppt
Hira Asghar
 
Customer Experience Journey Mapping
Customer Experience Journey MappingCustomer Experience Journey Mapping
Customer Experience Journey Mapping
Charalabos Ioannidis
 
Customer Lifecycle Management
Customer Lifecycle ManagementCustomer Lifecycle Management
Customer Lifecycle Management
Dispatch
 
CRM - Customer Relationship Management
CRM - Customer Relationship ManagementCRM - Customer Relationship Management
CRM - Customer Relationship Management
1click
 
Customer Experience Management for Startups
Customer Experience Management for StartupsCustomer Experience Management for Startups
Customer Experience Management for Startups
Business Over Broadway
 
The Secrets to Increasing Customer Retention and Renewals
The Secrets to Increasing Customer Retention and RenewalsThe Secrets to Increasing Customer Retention and Renewals
The Secrets to Increasing Customer Retention and Renewals
Socious
 
Voice of the Customer_CX-WMCLARKE
Voice of the Customer_CX-WMCLARKEVoice of the Customer_CX-WMCLARKE
Voice of the Customer_CX-WMCLARKE
William Clarke
 
How to Build a Customer Experience Framework
How to Build a Customer Experience FrameworkHow to Build a Customer Experience Framework
How to Build a Customer Experience Framework
Centerline Digital
 
Nine-Grid Key Account Management
Nine-Grid Key Account ManagementNine-Grid Key Account Management
Nine-Grid Key Account Management
Boom San Agustin, CSP, CC, CL
 
ppt of crm
ppt of crmppt of crm
ppt of crm
Mundirika Sah
 
Customer Retention Strategies
Customer Retention StrategiesCustomer Retention Strategies
Customer Retention Strategies
Jeff Hurt
 
Customer Experience Management ROI: A Sitecore DMS Case Study
Customer Experience Management ROI: A Sitecore DMS Case StudyCustomer Experience Management ROI: A Sitecore DMS Case Study
Customer Experience Management ROI: A Sitecore DMS Case Study
Randy Woods
 
Transforming Customer Experience: From Moments to Journeys
Transforming Customer Experience: From Moments to JourneysTransforming Customer Experience: From Moments to Journeys
Transforming Customer Experience: From Moments to Journeys
McKinsey on Marketing & Sales
 

More Related Content

What's hot (20)

Total Customer Experience
Total Customer ExperienceTotal Customer Experience
Total Customer Experience
Sanjay Singh
 
Customer experience overview
Customer experience overview Customer experience overview
Customer experience overview
Nancy Yaklich, MBA, Green Belt, CSPO
 
Memorable Customer Experience
Memorable Customer ExperienceMemorable Customer Experience
Memorable Customer Experience
Anjum Sultana
 
The Customer Experience
The Customer ExperienceThe Customer Experience
The Customer Experience
Reema
 
Customer Experience Management
Customer Experience ManagementCustomer Experience Management
Customer Experience Management
Ali Zeeshan
 
Building Customer Experience
Building Customer ExperienceBuilding Customer Experience
Building Customer Experience
Harsha MV
 
Customer Experience: Fundamentals
Customer Experience: FundamentalsCustomer Experience: Fundamentals
Customer Experience: Fundamentals
Maryam Naeli
 
Customer Experience Management
Customer Experience ManagementCustomer Experience Management
Customer Experience Management
Richard Randolph
 
Customer Experience Management
Customer Experience ManagementCustomer Experience Management
Customer Experience Management
Valentin - Corneliu Clejan
 
Customer experience mangment ppt
Customer experience mangment pptCustomer experience mangment ppt
Customer experience mangment ppt
Hira Asghar
 
Customer Experience Journey Mapping
Customer Experience Journey MappingCustomer Experience Journey Mapping
Customer Experience Journey Mapping
Charalabos Ioannidis
 
Customer Lifecycle Management
Customer Lifecycle ManagementCustomer Lifecycle Management
Customer Lifecycle Management
Dispatch
 
CRM - Customer Relationship Management
CRM - Customer Relationship ManagementCRM - Customer Relationship Management
CRM - Customer Relationship Management
1click
 
Customer Experience Management for Startups
Customer Experience Management for StartupsCustomer Experience Management for Startups
Customer Experience Management for Startups
Business Over Broadway
 
The Secrets to Increasing Customer Retention and Renewals
The Secrets to Increasing Customer Retention and RenewalsThe Secrets to Increasing Customer Retention and Renewals
The Secrets to Increasing Customer Retention and Renewals
Socious
 
Voice of the Customer_CX-WMCLARKE
Voice of the Customer_CX-WMCLARKEVoice of the Customer_CX-WMCLARKE
Voice of the Customer_CX-WMCLARKE
William Clarke
 
How to Build a Customer Experience Framework
How to Build a Customer Experience FrameworkHow to Build a Customer Experience Framework
How to Build a Customer Experience Framework
Centerline Digital
 
Nine-Grid Key Account Management
Nine-Grid Key Account ManagementNine-Grid Key Account Management
Nine-Grid Key Account Management
Boom San Agustin, CSP, CC, CL
 
ppt of crm
ppt of crmppt of crm
ppt of crm
Mundirika Sah
 
Customer Retention Strategies
Customer Retention StrategiesCustomer Retention Strategies
Customer Retention Strategies
Jeff Hurt
 
Total Customer Experience
Total Customer ExperienceTotal Customer Experience
Total Customer Experience
Sanjay Singh
 
Customer experience overview
Customer experience overview Customer experience overview
Customer experience overview
Nancy Yaklich, MBA, Green Belt, CSPO
 
Memorable Customer Experience
Memorable Customer ExperienceMemorable Customer Experience
Memorable Customer Experience
Anjum Sultana
 
The Customer Experience
The Customer ExperienceThe Customer Experience
The Customer Experience
Reema
 
Customer Experience Management
Customer Experience ManagementCustomer Experience Management
Customer Experience Management
Ali Zeeshan
 
Building Customer Experience
Building Customer ExperienceBuilding Customer Experience
Building Customer Experience
Harsha MV
 
Customer Experience: Fundamentals
Customer Experience: FundamentalsCustomer Experience: Fundamentals
Customer Experience: Fundamentals
Maryam Naeli
 
Customer Experience Management
Customer Experience ManagementCustomer Experience Management
Customer Experience Management
Richard Randolph
 
Customer Experience Management
Customer Experience ManagementCustomer Experience Management
Customer Experience Management
Valentin - Corneliu Clejan
 
Customer experience mangment ppt
Customer experience mangment pptCustomer experience mangment ppt
Customer experience mangment ppt
Hira Asghar
 
Customer Experience Journey Mapping
Customer Experience Journey MappingCustomer Experience Journey Mapping
Customer Experience Journey Mapping
Charalabos Ioannidis
 
Customer Lifecycle Management
Customer Lifecycle ManagementCustomer Lifecycle Management
Customer Lifecycle Management
Dispatch
 
CRM - Customer Relationship Management
CRM - Customer Relationship ManagementCRM - Customer Relationship Management
CRM - Customer Relationship Management
1click
 
Customer Experience Management for Startups
Customer Experience Management for StartupsCustomer Experience Management for Startups
Customer Experience Management for Startups
Business Over Broadway
 
The Secrets to Increasing Customer Retention and Renewals
The Secrets to Increasing Customer Retention and RenewalsThe Secrets to Increasing Customer Retention and Renewals
The Secrets to Increasing Customer Retention and Renewals
Socious
 
Voice of the Customer_CX-WMCLARKE
Voice of the Customer_CX-WMCLARKEVoice of the Customer_CX-WMCLARKE
Voice of the Customer_CX-WMCLARKE
William Clarke
 
How to Build a Customer Experience Framework
How to Build a Customer Experience FrameworkHow to Build a Customer Experience Framework
How to Build a Customer Experience Framework
Centerline Digital
 
Nine-Grid Key Account Management
Nine-Grid Key Account ManagementNine-Grid Key Account Management
Nine-Grid Key Account Management
Boom San Agustin, CSP, CC, CL
 
ppt of crm
ppt of crmppt of crm
ppt of crm
Mundirika Sah
 
Customer Retention Strategies
Customer Retention StrategiesCustomer Retention Strategies
Customer Retention Strategies
Jeff Hurt
 

Viewers also liked (17)

Customer Experience Management ROI: A Sitecore DMS Case Study
Customer Experience Management ROI: A Sitecore DMS Case StudyCustomer Experience Management ROI: A Sitecore DMS Case Study
Customer Experience Management ROI: A Sitecore DMS Case Study
Randy Woods
 
Transforming Customer Experience: From Moments to Journeys
Transforming Customer Experience: From Moments to JourneysTransforming Customer Experience: From Moments to Journeys
Transforming Customer Experience: From Moments to Journeys
McKinsey on Marketing & Sales
 
Customer Experience Management Imperative
Customer Experience Management ImperativeCustomer Experience Management Imperative
Customer Experience Management Imperative
Digital Clarity Group
 
Customer experience management (cem)
Customer experience management (cem)Customer experience management (cem)
Customer experience management (cem)
Saurabh Sawhney
 
B2B Customer Experience Management Best Practice Study PREVIEW SAMPLE
B2B Customer Experience Management Best Practice Study PREVIEW SAMPLEB2B Customer Experience Management Best Practice Study PREVIEW SAMPLE
B2B Customer Experience Management Best Practice Study PREVIEW SAMPLE
ClearAction
 
The total impossibility of customer experience management
The total impossibility of customer experience managementThe total impossibility of customer experience management
The total impossibility of customer experience management
Digital Clarity Group
 
PR for startups
PR for startupsPR for startups
PR for startups
City Unrulyversity
 
Innovate Customer Experiences
Innovate Customer ExperiencesInnovate Customer Experiences
Innovate Customer Experiences
ClearAction
 
Social business 2.0
Social business 2.0Social business 2.0
Social business 2.0
Jon Ingham
 
Enterprise Marketing Simplification Compass
Enterprise Marketing Simplification CompassEnterprise Marketing Simplification Compass
Enterprise Marketing Simplification Compass
CX Pilots
 
Social business models
Social business modelsSocial business models
Social business models
City Unrulyversity
 
Creating Value for Your Customers and Company
Creating Value for Your Customers and CompanyCreating Value for Your Customers and Company
Creating Value for Your Customers and Company
ClearAction
 
CX Pilots Company X: A Company Journey
CX Pilots Company X: A Company Journey CX Pilots Company X: A Company Journey
CX Pilots Company X: A Company Journey
CX Pilots
 
Customer Experience Optimization: Enabling Customers to Love You
Customer Experience Optimization: Enabling Customers to Love YouCustomer Experience Optimization: Enabling Customers to Love You
Customer Experience Optimization: Enabling Customers to Love You
ClearAction
 
Social Business Model Canvas
Social Business Model CanvasSocial Business Model Canvas
Social Business Model Canvas
Leonardo Filiani
 
Cx Pilots Modular CX Deployment Roadmap
Cx Pilots Modular CX Deployment RoadmapCx Pilots Modular CX Deployment Roadmap
Cx Pilots Modular CX Deployment Roadmap
CX Pilots
 
I need money for my startup: now what? with Meziane Lasfer
I need money for my startup: now what? with Meziane Lasfer I need money for my startup: now what? with Meziane Lasfer
I need money for my startup: now what? with Meziane Lasfer
City Unrulyversity
 
Customer Experience Management ROI: A Sitecore DMS Case Study
Customer Experience Management ROI: A Sitecore DMS Case StudyCustomer Experience Management ROI: A Sitecore DMS Case Study
Customer Experience Management ROI: A Sitecore DMS Case Study
Randy Woods
 
Transforming Customer Experience: From Moments to Journeys
Transforming Customer Experience: From Moments to JourneysTransforming Customer Experience: From Moments to Journeys
Transforming Customer Experience: From Moments to Journeys
McKinsey on Marketing & Sales
 
Customer Experience Management Imperative
Customer Experience Management ImperativeCustomer Experience Management Imperative
Customer Experience Management Imperative
Digital Clarity Group
 
Customer experience management (cem)
Customer experience management (cem)Customer experience management (cem)
Customer experience management (cem)
Saurabh Sawhney
 
B2B Customer Experience Management Best Practice Study PREVIEW SAMPLE
B2B Customer Experience Management Best Practice Study PREVIEW SAMPLEB2B Customer Experience Management Best Practice Study PREVIEW SAMPLE
B2B Customer Experience Management Best Practice Study PREVIEW SAMPLE
ClearAction
 
The total impossibility of customer experience management
The total impossibility of customer experience managementThe total impossibility of customer experience management
The total impossibility of customer experience management
Digital Clarity Group
 
PR for startups
PR for startupsPR for startups
PR for startups
City Unrulyversity
 
Innovate Customer Experiences
Innovate Customer ExperiencesInnovate Customer Experiences
Innovate Customer Experiences
ClearAction
 
Social business 2.0
Social business 2.0Social business 2.0
Social business 2.0
Jon Ingham
 
Enterprise Marketing Simplification Compass
Enterprise Marketing Simplification CompassEnterprise Marketing Simplification Compass
Enterprise Marketing Simplification Compass
CX Pilots
 
Social business models
Social business modelsSocial business models
Social business models
City Unrulyversity
 
Creating Value for Your Customers and Company
Creating Value for Your Customers and CompanyCreating Value for Your Customers and Company
Creating Value for Your Customers and Company
ClearAction
 
CX Pilots Company X: A Company Journey
CX Pilots Company X: A Company Journey CX Pilots Company X: A Company Journey
CX Pilots Company X: A Company Journey
CX Pilots
 
Customer Experience Optimization: Enabling Customers to Love You
Customer Experience Optimization: Enabling Customers to Love YouCustomer Experience Optimization: Enabling Customers to Love You
Customer Experience Optimization: Enabling Customers to Love You
ClearAction
 
Social Business Model Canvas
Social Business Model CanvasSocial Business Model Canvas
Social Business Model Canvas
Leonardo Filiani
 
Cx Pilots Modular CX Deployment Roadmap
Cx Pilots Modular CX Deployment RoadmapCx Pilots Modular CX Deployment Roadmap
Cx Pilots Modular CX Deployment Roadmap
CX Pilots
 
I need money for my startup: now what? with Meziane Lasfer
I need money for my startup: now what? with Meziane Lasfer I need money for my startup: now what? with Meziane Lasfer
I need money for my startup: now what? with Meziane Lasfer
City Unrulyversity
 
Ad

Similar to New Approach to Customer Experience Management (20)

The most effective customer experience measure on the planet
The most effective customer experience measure on the planetThe most effective customer experience measure on the planet
The most effective customer experience measure on the planet
Christopher Brooks
 
Customer relationship management presentation
Customer relationship management presentationCustomer relationship management presentation
Customer relationship management presentation
poojaapooja2002
 
LEXDEN's THE RIGHT DIRECTION CUSTOMER EXPERIENCE EFFECTIVENESS AUDIT
LEXDEN's THE RIGHT DIRECTION CUSTOMER EXPERIENCE EFFECTIVENESS AUDITLEXDEN's THE RIGHT DIRECTION CUSTOMER EXPERIENCE EFFECTIVENESS AUDIT
LEXDEN's THE RIGHT DIRECTION CUSTOMER EXPERIENCE EFFECTIVENESS AUDIT
Christopher Brooks
 
Customer journey management system
Customer journey management systemCustomer journey management system
Customer journey management system
Futurelab
 
Customer Experience as a Service is a dynamic solution
Customer Experience as a Service is a dynamic solutionCustomer Experience as a Service is a dynamic solution
Customer Experience as a Service is a dynamic solution
Lucy Zeniffer
 
Customer experience in 2014 - Take 1
Customer experience in 2014 - Take 1Customer experience in 2014 - Take 1
Customer experience in 2014 - Take 1
Centrecom
 
How Architecture, Engineering and Construction (AEC) firms design Client Expe...
How Architecture, Engineering and Construction (AEC) firms design Client Expe...How Architecture, Engineering and Construction (AEC) firms design Client Expe...
How Architecture, Engineering and Construction (AEC) firms design Client Expe...
CX Pilots
 
QuestionPro TribeCX Webinar - Introduction to Customer Experience Part 1: CX ...
QuestionPro TribeCX Webinar - Introduction to Customer Experience Part 1: CX ...QuestionPro TribeCX Webinar - Introduction to Customer Experience Part 1: CX ...
QuestionPro TribeCX Webinar - Introduction to Customer Experience Part 1: CX ...
QuestionPro
 
49 CX Terms You Need to Know for 2023
49 CX Terms You Need to Know for 202349 CX Terms You Need to Know for 2023
49 CX Terms You Need to Know for 2023
RocketSource
 
The CX Lime infographic
The CX Lime infographicThe CX Lime infographic
The CX Lime infographic
Maru/Syngro Ltd
 
Oliver Kempkens Presentation on IWMC 2015
Oliver Kempkens Presentation on IWMC 2015Oliver Kempkens Presentation on IWMC 2015
Oliver Kempkens Presentation on IWMC 2015
Iran Entrepreneurship Association
 
Forrester the customer-experience-management-maturity-model
Forrester the customer-experience-management-maturity-modelForrester the customer-experience-management-maturity-model
Forrester the customer-experience-management-maturity-model
Biswanath Swain
 
Using cmmi, itil, and pm bo k to improve proposal operations - brenda crist 6...
Using cmmi, itil, and pm bo k to improve proposal operations - brenda crist 6...Using cmmi, itil, and pm bo k to improve proposal operations - brenda crist 6...
Using cmmi, itil, and pm bo k to improve proposal operations - brenda crist 6...
Lohfeld Consulting Group
 
Proposal Management: Best Industry Practices
Proposal Management: Best Industry PracticesProposal Management: Best Industry Practices
Proposal Management: Best Industry Practices
Lohfeld Consulting Group
 
#bluecruxtalks in June: Your journey towards a Customer Centric Supply Chain
#bluecruxtalks in June: Your journey towards a Customer Centric Supply Chain#bluecruxtalks in June: Your journey towards a Customer Centric Supply Chain
#bluecruxtalks in June: Your journey towards a Customer Centric Supply Chain
Bluecrux
 
Customer experience strategy development methodology v1.6
Customer experience strategy development methodology v1.6Customer experience strategy development methodology v1.6
Customer experience strategy development methodology v1.6
Roberto Suarez-Ojedis
 
CxGroup Customer experience consulting
CxGroup Customer experience consultingCxGroup Customer experience consulting
CxGroup Customer experience consulting
Ronei Daselva
 
Significance of CCXP Certification
Significance of CCXP CertificationSignificance of CCXP Certification
Significance of CCXP Certification
Andrew Gardner, CCXP
 
م.47-#تواصل_تطوير-م.محمد العربى-إستخدام مفاهيم الرشاقة للتحول الإستراتيجي للم...
م.47-#تواصل_تطوير-م.محمد العربى-إستخدام مفاهيم الرشاقة للتحول الإستراتيجي للم...م.47-#تواصل_تطوير-م.محمد العربى-إستخدام مفاهيم الرشاقة للتحول الإستراتيجي للم...
م.47-#تواصل_تطوير-م.محمد العربى-إستخدام مفاهيم الرشاقة للتحول الإستراتيجي للم...
Egyptian Engineers Association
 
Workforce Engagement Management Masterclass: Redefining Customer Experience M...
Workforce Engagement Management Masterclass: Redefining Customer Experience M...Workforce Engagement Management Masterclass: Redefining Customer Experience M...
Workforce Engagement Management Masterclass: Redefining Customer Experience M...
Aggregage
 
The most effective customer experience measure on the planet
The most effective customer experience measure on the planetThe most effective customer experience measure on the planet
The most effective customer experience measure on the planet
Christopher Brooks
 
Customer relationship management presentation
Customer relationship management presentationCustomer relationship management presentation
Customer relationship management presentation
poojaapooja2002
 
LEXDEN's THE RIGHT DIRECTION CUSTOMER EXPERIENCE EFFECTIVENESS AUDIT
LEXDEN's THE RIGHT DIRECTION CUSTOMER EXPERIENCE EFFECTIVENESS AUDITLEXDEN's THE RIGHT DIRECTION CUSTOMER EXPERIENCE EFFECTIVENESS AUDIT
LEXDEN's THE RIGHT DIRECTION CUSTOMER EXPERIENCE EFFECTIVENESS AUDIT
Christopher Brooks
 
Customer journey management system
Customer journey management systemCustomer journey management system
Customer journey management system
Futurelab
 
Customer Experience as a Service is a dynamic solution
Customer Experience as a Service is a dynamic solutionCustomer Experience as a Service is a dynamic solution
Customer Experience as a Service is a dynamic solution
Lucy Zeniffer
 
Customer experience in 2014 - Take 1
Customer experience in 2014 - Take 1Customer experience in 2014 - Take 1
Customer experience in 2014 - Take 1
Centrecom
 
How Architecture, Engineering and Construction (AEC) firms design Client Expe...
How Architecture, Engineering and Construction (AEC) firms design Client Expe...How Architecture, Engineering and Construction (AEC) firms design Client Expe...
How Architecture, Engineering and Construction (AEC) firms design Client Expe...
CX Pilots
 
QuestionPro TribeCX Webinar - Introduction to Customer Experience Part 1: CX ...
QuestionPro TribeCX Webinar - Introduction to Customer Experience Part 1: CX ...QuestionPro TribeCX Webinar - Introduction to Customer Experience Part 1: CX ...
QuestionPro TribeCX Webinar - Introduction to Customer Experience Part 1: CX ...
QuestionPro
 
49 CX Terms You Need to Know for 2023
49 CX Terms You Need to Know for 202349 CX Terms You Need to Know for 2023
49 CX Terms You Need to Know for 2023
RocketSource
 
The CX Lime infographic
The CX Lime infographicThe CX Lime infographic
The CX Lime infographic
Maru/Syngro Ltd
 
Oliver Kempkens Presentation on IWMC 2015
Oliver Kempkens Presentation on IWMC 2015Oliver Kempkens Presentation on IWMC 2015
Oliver Kempkens Presentation on IWMC 2015
Iran Entrepreneurship Association
 
Forrester the customer-experience-management-maturity-model
Forrester the customer-experience-management-maturity-modelForrester the customer-experience-management-maturity-model
Forrester the customer-experience-management-maturity-model
Biswanath Swain
 
Using cmmi, itil, and pm bo k to improve proposal operations - brenda crist 6...
Using cmmi, itil, and pm bo k to improve proposal operations - brenda crist 6...Using cmmi, itil, and pm bo k to improve proposal operations - brenda crist 6...
Using cmmi, itil, and pm bo k to improve proposal operations - brenda crist 6...
Lohfeld Consulting Group
 
Proposal Management: Best Industry Practices
Proposal Management: Best Industry PracticesProposal Management: Best Industry Practices
Proposal Management: Best Industry Practices
Lohfeld Consulting Group
 
#bluecruxtalks in June: Your journey towards a Customer Centric Supply Chain
#bluecruxtalks in June: Your journey towards a Customer Centric Supply Chain#bluecruxtalks in June: Your journey towards a Customer Centric Supply Chain
#bluecruxtalks in June: Your journey towards a Customer Centric Supply Chain
Bluecrux
 
Customer experience strategy development methodology v1.6
Customer experience strategy development methodology v1.6Customer experience strategy development methodology v1.6
Customer experience strategy development methodology v1.6
Roberto Suarez-Ojedis
 
CxGroup Customer experience consulting
CxGroup Customer experience consultingCxGroup Customer experience consulting
CxGroup Customer experience consulting
Ronei Daselva
 
Significance of CCXP Certification
Significance of CCXP CertificationSignificance of CCXP Certification
Significance of CCXP Certification
Andrew Gardner, CCXP
 
م.47-#تواصل_تطوير-م.محمد العربى-إستخدام مفاهيم الرشاقة للتحول الإستراتيجي للم...
م.47-#تواصل_تطوير-م.محمد العربى-إستخدام مفاهيم الرشاقة للتحول الإستراتيجي للم...م.47-#تواصل_تطوير-م.محمد العربى-إستخدام مفاهيم الرشاقة للتحول الإستراتيجي للم...
م.47-#تواصل_تطوير-م.محمد العربى-إستخدام مفاهيم الرشاقة للتحول الإستراتيجي للم...
Egyptian Engineers Association
 
Workforce Engagement Management Masterclass: Redefining Customer Experience M...
Workforce Engagement Management Masterclass: Redefining Customer Experience M...Workforce Engagement Management Masterclass: Redefining Customer Experience M...
Workforce Engagement Management Masterclass: Redefining Customer Experience M...
Aggregage
 
Ad

More from CX Pilots (10)

Designing Cultural Obsession into a CX Transformation
Designing Cultural Obsession into a CX Transformation Designing Cultural Obsession into a CX Transformation
Designing Cultural Obsession into a CX Transformation
CX Pilots
 
Client experience Workshop for Accounting Firms
Client experience Workshop for Accounting FirmsClient experience Workshop for Accounting Firms
Client experience Workshop for Accounting Firms
CX Pilots
 
Cx Pilots Ikigai- How To Hack Employee Engagement
Cx Pilots Ikigai- How To Hack Employee Engagement Cx Pilots Ikigai- How To Hack Employee Engagement
Cx Pilots Ikigai- How To Hack Employee Engagement
CX Pilots
 
Antigency: Using Corporate Antigens to See Around Corners
Antigency: Using Corporate Antigens to See Around CornersAntigency: Using Corporate Antigens to See Around Corners
Antigency: Using Corporate Antigens to See Around Corners
CX Pilots
 
Client Experience for Professional Services - Keynote
Client Experience for Professional Services - KeynoteClient Experience for Professional Services - Keynote
Client Experience for Professional Services - Keynote
CX Pilots
 
Of strategies deliberate and emergent - Henry Mintzberg
Of strategies deliberate and emergent - Henry MintzbergOf strategies deliberate and emergent - Henry Mintzberg
Of strategies deliberate and emergent - Henry Mintzberg
CX Pilots
 
The Rising Importance of CX in Financial Services
The Rising Importance of CX in Financial ServicesThe Rising Importance of CX in Financial Services
The Rising Importance of CX in Financial Services
CX Pilots
 
CMOs Customer Experience Program Playbook
CMOs Customer Experience Program PlaybookCMOs Customer Experience Program Playbook
CMOs Customer Experience Program Playbook
CX Pilots
 
Customer Experience Culture Change Radar
Customer Experience Culture Change RadarCustomer Experience Culture Change Radar
Customer Experience Culture Change Radar
CX Pilots
 
Enterprise Simplification Opportunity Finder
Enterprise Simplification Opportunity FinderEnterprise Simplification Opportunity Finder
Enterprise Simplification Opportunity Finder
CX Pilots
 
Designing Cultural Obsession into a CX Transformation
Designing Cultural Obsession into a CX Transformation Designing Cultural Obsession into a CX Transformation
Designing Cultural Obsession into a CX Transformation
CX Pilots
 
Client experience Workshop for Accounting Firms
Client experience Workshop for Accounting FirmsClient experience Workshop for Accounting Firms
Client experience Workshop for Accounting Firms
CX Pilots
 
Cx Pilots Ikigai- How To Hack Employee Engagement
Cx Pilots Ikigai- How To Hack Employee Engagement Cx Pilots Ikigai- How To Hack Employee Engagement
Cx Pilots Ikigai- How To Hack Employee Engagement
CX Pilots
 
Antigency: Using Corporate Antigens to See Around Corners
Antigency: Using Corporate Antigens to See Around CornersAntigency: Using Corporate Antigens to See Around Corners
Antigency: Using Corporate Antigens to See Around Corners
CX Pilots
 
Client Experience for Professional Services - Keynote
Client Experience for Professional Services - KeynoteClient Experience for Professional Services - Keynote
Client Experience for Professional Services - Keynote
CX Pilots
 
Of strategies deliberate and emergent - Henry Mintzberg
Of strategies deliberate and emergent - Henry MintzbergOf strategies deliberate and emergent - Henry Mintzberg
Of strategies deliberate and emergent - Henry Mintzberg
CX Pilots
 
The Rising Importance of CX in Financial Services
The Rising Importance of CX in Financial ServicesThe Rising Importance of CX in Financial Services
The Rising Importance of CX in Financial Services
CX Pilots
 
CMOs Customer Experience Program Playbook
CMOs Customer Experience Program PlaybookCMOs Customer Experience Program Playbook
CMOs Customer Experience Program Playbook
CX Pilots
 
Customer Experience Culture Change Radar
Customer Experience Culture Change RadarCustomer Experience Culture Change Radar
Customer Experience Culture Change Radar
CX Pilots
 
Enterprise Simplification Opportunity Finder
Enterprise Simplification Opportunity FinderEnterprise Simplification Opportunity Finder
Enterprise Simplification Opportunity Finder
CX Pilots
 

Recently uploaded (20)

Influencer Marketing Trends 2025: Navigating the Future of Digital Influence
Influencer Marketing Trends 2025: Navigating the Future of Digital InfluenceInfluencer Marketing Trends 2025: Navigating the Future of Digital Influence
Influencer Marketing Trends 2025: Navigating the Future of Digital Influence
agclothing005
 
Global Content Strategy for Autonomous Mobility and Smart Transportation
Global Content Strategy for Autonomous Mobility and Smart TransportationGlobal Content Strategy for Autonomous Mobility and Smart Transportation
Global Content Strategy for Autonomous Mobility and Smart Transportation
Odyyc
 
DEKISH ELEVATORS Private Ltd brochure new.pdf
DEKISH ELEVATORS Private Ltd brochure new.pdfDEKISH ELEVATORS Private Ltd brochure new.pdf
DEKISH ELEVATORS Private Ltd brochure new.pdf
unosafeads
 
How to Increasing Website Traffic organicaly
How to Increasing Website Traffic organicalyHow to Increasing Website Traffic organicaly
How to Increasing Website Traffic organicaly
rishabhdidm
 
pizza hut case study evaluation ppt pdff
pizza hut case study evaluation ppt pdffpizza hut case study evaluation ppt pdff
pizza hut case study evaluation ppt pdff
IshitaBhatia22
 
HEINEKEN Beer Ethiopia Marketing present
HEINEKEN Beer Ethiopia Marketing presentHEINEKEN Beer Ethiopia Marketing present
HEINEKEN Beer Ethiopia Marketing present
NebiyuTamene
 
Introduction-to-Influencer-Marketing.pptx
Introduction-to-Influencer-Marketing.pptxIntroduction-to-Influencer-Marketing.pptx
Introduction-to-Influencer-Marketing.pptx
Chtrbox
 
Unit_5_Emerging_Trends_Infographics_by_CA_Suvidha_Chaplot.pdf
Unit_5_Emerging_Trends_Infographics_by_CA_Suvidha_Chaplot.pdfUnit_5_Emerging_Trends_Infographics_by_CA_Suvidha_Chaplot.pdf
Unit_5_Emerging_Trends_Infographics_by_CA_Suvidha_Chaplot.pdf
CA Suvidha Chaplot
 
Persona-Led Content Strategy for International Preschool Websites
Persona-Led Content Strategy for International Preschool WebsitesPersona-Led Content Strategy for International Preschool Websites
Persona-Led Content Strategy for International Preschool Websites
Odyyc
 
Red dwarf Star in SEO Galaxy (Technical SEO)
Red dwarf Star in SEO Galaxy (Technical SEO)Red dwarf Star in SEO Galaxy (Technical SEO)
Red dwarf Star in SEO Galaxy (Technical SEO)
Abbas Kashefi
 
How to Increase Website Traffic using SEO
How to Increase Website Traffic using SEOHow to Increase Website Traffic using SEO
How to Increase Website Traffic using SEO
rishabhdidm
 
Brand Strategy for Fintech Startups: A Case Study on Marketing to Gen Z in Vi...
Brand Strategy for Fintech Startups: A Case Study on Marketing to Gen Z in Vi...Brand Strategy for Fintech Startups: A Case Study on Marketing to Gen Z in Vi...
Brand Strategy for Fintech Startups: A Case Study on Marketing to Gen Z in Vi...
Odyyc
 
The ABM Outbound Funnel for B2B Tech Companies
The ABM Outbound Funnel for B2B Tech CompaniesThe ABM Outbound Funnel for B2B Tech Companies
The ABM Outbound Funnel for B2B Tech Companies
Kiwi Creative
 
SMARTGoals for The ARtisan Creator App!!
SMARTGoals for The ARtisan Creator App!!SMARTGoals for The ARtisan Creator App!!
SMARTGoals for The ARtisan Creator App!!
KaitlynGautereaux1
 
Rochester Homes Product Guide JUNE - 2025
Rochester Homes Product Guide JUNE - 2025Rochester Homes Product Guide JUNE - 2025
Rochester Homes Product Guide JUNE - 2025
JimWilliams206540
 
Beyond the Website How Mobile-First eCommerce Apps Are Driving Revenue Growth
Beyond the Website How Mobile-First eCommerce Apps Are Driving Revenue GrowthBeyond the Website How Mobile-First eCommerce Apps Are Driving Revenue Growth
Beyond the Website How Mobile-First eCommerce Apps Are Driving Revenue Growth
Viacon
 
The Role of Structured Data in Modern SEO [Zagreb SEO Summit 2025]
The Role of Structured Data in Modern SEO [Zagreb SEO Summit 2025]The Role of Structured Data in Modern SEO [Zagreb SEO Summit 2025]
The Role of Structured Data in Modern SEO [Zagreb SEO Summit 2025]
Alex Moss
 
7 Smart Strategies to Gain Loyal YouTube Subscribers Fast.pdf
7 Smart Strategies to Gain Loyal YouTube Subscribers Fast.pdf7 Smart Strategies to Gain Loyal YouTube Subscribers Fast.pdf
7 Smart Strategies to Gain Loyal YouTube Subscribers Fast.pdf
Sociofire
 
WhatsApp Marketing Services | Noida, Delhi NCR
WhatsApp Marketing Services | Noida, Delhi NCRWhatsApp Marketing Services | Noida, Delhi NCR
WhatsApp Marketing Services | Noida, Delhi NCR
Suvega Digital Media
 
How To Save PPC Campaigns From Poor Conversions & Wasted Budget
How To Save PPC Campaigns From Poor Conversions & Wasted BudgetHow To Save PPC Campaigns From Poor Conversions & Wasted Budget
How To Save PPC Campaigns From Poor Conversions & Wasted Budget
Search Engine Journal
 
Influencer Marketing Trends 2025: Navigating the Future of Digital Influence
Influencer Marketing Trends 2025: Navigating the Future of Digital InfluenceInfluencer Marketing Trends 2025: Navigating the Future of Digital Influence
Influencer Marketing Trends 2025: Navigating the Future of Digital Influence
agclothing005
 
Global Content Strategy for Autonomous Mobility and Smart Transportation
Global Content Strategy for Autonomous Mobility and Smart TransportationGlobal Content Strategy for Autonomous Mobility and Smart Transportation
Global Content Strategy for Autonomous Mobility and Smart Transportation
Odyyc
 
DEKISH ELEVATORS Private Ltd brochure new.pdf
DEKISH ELEVATORS Private Ltd brochure new.pdfDEKISH ELEVATORS Private Ltd brochure new.pdf
DEKISH ELEVATORS Private Ltd brochure new.pdf
unosafeads
 
How to Increasing Website Traffic organicaly
How to Increasing Website Traffic organicalyHow to Increasing Website Traffic organicaly
How to Increasing Website Traffic organicaly
rishabhdidm
 
pizza hut case study evaluation ppt pdff
pizza hut case study evaluation ppt pdffpizza hut case study evaluation ppt pdff
pizza hut case study evaluation ppt pdff
IshitaBhatia22
 
HEINEKEN Beer Ethiopia Marketing present
HEINEKEN Beer Ethiopia Marketing presentHEINEKEN Beer Ethiopia Marketing present
HEINEKEN Beer Ethiopia Marketing present
NebiyuTamene
 
Introduction-to-Influencer-Marketing.pptx
Introduction-to-Influencer-Marketing.pptxIntroduction-to-Influencer-Marketing.pptx
Introduction-to-Influencer-Marketing.pptx
Chtrbox
 
Unit_5_Emerging_Trends_Infographics_by_CA_Suvidha_Chaplot.pdf
Unit_5_Emerging_Trends_Infographics_by_CA_Suvidha_Chaplot.pdfUnit_5_Emerging_Trends_Infographics_by_CA_Suvidha_Chaplot.pdf
Unit_5_Emerging_Trends_Infographics_by_CA_Suvidha_Chaplot.pdf
CA Suvidha Chaplot
 
Persona-Led Content Strategy for International Preschool Websites
Persona-Led Content Strategy for International Preschool WebsitesPersona-Led Content Strategy for International Preschool Websites
Persona-Led Content Strategy for International Preschool Websites
Odyyc
 
Red dwarf Star in SEO Galaxy (Technical SEO)
Red dwarf Star in SEO Galaxy (Technical SEO)Red dwarf Star in SEO Galaxy (Technical SEO)
Red dwarf Star in SEO Galaxy (Technical SEO)
Abbas Kashefi
 
How to Increase Website Traffic using SEO
How to Increase Website Traffic using SEOHow to Increase Website Traffic using SEO
How to Increase Website Traffic using SEO
rishabhdidm
 
Brand Strategy for Fintech Startups: A Case Study on Marketing to Gen Z in Vi...
Brand Strategy for Fintech Startups: A Case Study on Marketing to Gen Z in Vi...Brand Strategy for Fintech Startups: A Case Study on Marketing to Gen Z in Vi...
Brand Strategy for Fintech Startups: A Case Study on Marketing to Gen Z in Vi...
Odyyc
 
The ABM Outbound Funnel for B2B Tech Companies
The ABM Outbound Funnel for B2B Tech CompaniesThe ABM Outbound Funnel for B2B Tech Companies
The ABM Outbound Funnel for B2B Tech Companies
Kiwi Creative
 
SMARTGoals for The ARtisan Creator App!!
SMARTGoals for The ARtisan Creator App!!SMARTGoals for The ARtisan Creator App!!
SMARTGoals for The ARtisan Creator App!!
KaitlynGautereaux1
 
Rochester Homes Product Guide JUNE - 2025
Rochester Homes Product Guide JUNE - 2025Rochester Homes Product Guide JUNE - 2025
Rochester Homes Product Guide JUNE - 2025
JimWilliams206540
 
Beyond the Website How Mobile-First eCommerce Apps Are Driving Revenue Growth
Beyond the Website How Mobile-First eCommerce Apps Are Driving Revenue GrowthBeyond the Website How Mobile-First eCommerce Apps Are Driving Revenue Growth
Beyond the Website How Mobile-First eCommerce Apps Are Driving Revenue Growth
Viacon
 
The Role of Structured Data in Modern SEO [Zagreb SEO Summit 2025]
The Role of Structured Data in Modern SEO [Zagreb SEO Summit 2025]The Role of Structured Data in Modern SEO [Zagreb SEO Summit 2025]
The Role of Structured Data in Modern SEO [Zagreb SEO Summit 2025]
Alex Moss
 
7 Smart Strategies to Gain Loyal YouTube Subscribers Fast.pdf
7 Smart Strategies to Gain Loyal YouTube Subscribers Fast.pdf7 Smart Strategies to Gain Loyal YouTube Subscribers Fast.pdf
7 Smart Strategies to Gain Loyal YouTube Subscribers Fast.pdf
Sociofire
 
WhatsApp Marketing Services | Noida, Delhi NCR
WhatsApp Marketing Services | Noida, Delhi NCRWhatsApp Marketing Services | Noida, Delhi NCR
WhatsApp Marketing Services | Noida, Delhi NCR
Suvega Digital Media
 
How To Save PPC Campaigns From Poor Conversions & Wasted Budget
How To Save PPC Campaigns From Poor Conversions & Wasted BudgetHow To Save PPC Campaigns From Poor Conversions & Wasted Budget
How To Save PPC Campaigns From Poor Conversions & Wasted Budget
Search Engine Journal
 

New Approach to Customer Experience Management

  • 1. Modular Customer Experience Pilot Programs CX PILOTS A New Approach to Center Your Organization Around Its Customers Low Risk Quick CX Wins Designed for Your Organization
  • 2. CX Pilots helps companies simplify the work of building better Customer Experience competencies. We help increase a company’s understanding of their customers so they can serve them better. Customer Experience Programs CX PILOTS 2
  • 3. We provide a systematic approach to piloting quick wins that help CX leaders prioritize and focus on the things that matter most, first. We provide a short cut to CX monetization with lower risk, lower cost and faster outcome. Customer Experience Programs CX PILOTS 3
  • 4. CX “Pilots” has a dual meaning: Customer Experience Programs CX PILOTS We are experienced & confident navigators and trusted advisors with deep backgrounds in Customer Experience, Change Management and Content Operations. We help companies achieve momentum through quick win “pilots” which are smaller, more modularly prototyped programs that build momentum. 1 2 4
  • 5. Our Customer Experience Programs are valued because they help CX leaders simplify CX Program Design and Operations through a “modular” approach. Customer Experience Programs CX PILOTS “simplify” - all CX programs can be reduced to two elements: 1) the job of better understanding your customers 2) the job of applying that understanding to better serve your customers, systematically. “modular” - a new strategic approach to “quick win” momentum creation in CX. This reductive approach is both incremental and iterative. It focuses on fewer, more manageable program elements at a time to gain quicker overall program success. 5
  • 6. Our approach is based on the philosophy that CX Programs: have to be pragmatic & simplified. have to be successful, faster. have to be more modular to be managed. have to be measurable. have to engage employees. Customer Experience Programs CX PILOTS 1 2 3 4 5 6
  • 7. Customer Experience Programs CX PILOTS How CX Pilots works with companies. Run CX Pilots Is there an existing CX Program? Set up internal CX Workshops Build CX Compass NO YES Perform CX Flight Check (assessments) Assessments Value/Business Case Design Build Measure Govern/Support Sobriety Test Operations Transactions Stakeholders Relationships Revenue Test, Rapid Iteration Role-based Performance Management Dashboards Define a customer experience strategy that describes the intended customer experience. Solicit customer feedback about their experiences through surveys and/or interviews. Evaluate company’s ability to design to meet customer experiences. Research viability of channel penetration. Define a consistent set of customer experience standards across the organization. RunCXPilots Feedback Loop Follow the CX Flight Path 7
  • 8. CX Pilots has three CX Services: Customer Experience Programs CX PILOTS Custom CX Assessments CX Workshops CX Consulting/Support …and two CX Tools: CX Flight Check (comprehensive assessments) CX Compass (CX Program Blueprint and Roadmap) 1 2 3 1 2 8
  • 9. The CX Flight Check helps each organization measure and thoroughly understand where their CX Program stands by setting the proper benchmarks. Customer Experience Programs CX PILOTS • Strategy & Alignment • Awareness of Customer • Design Practices • Touchpoints • Performance Measurement • Governance • CX Culture The CX Pilots Flight Check measures six dimensions: 1) Company Sobriety 2) CX Operational Metrics 3) Offering/ Transactional 4) Stakeholder • Vision/Mission Check • Priorities Check • Leadership Support • Total Current Culture • Employee Engagement • Ability to Govern • Optimism • Funding 5) Relationship 6) Revenue • Web Usability • Offering Adoption • Conversions • Competitive Position • Trust Rating • Transaction Time • Channel Cohesion • Mystery Shopper Score • Sentiment Score • Attrition/Churn • Cross/Up Selling • Employee Connectedness • Measurability • Customer Defection • Satisfaction Score • Social Participation • Referral Activity • Customer Tenure • Purchase Frequency • Loyalty Infrastructure • Total Interactions • Average Orders • Activation Costs • Customer Lifetime Value • Cart Abandonment • Revenue from CX TheMeasures 1 2 3 4 5 6 Operational Transactional Stakeholder Relationship Revenue Average Cycle Times Timeliness First-Call Resolution Rates Number of Support Requests Brand Perception (Recognition, Credibility, Relevance, Influence) Delivery Timeliness/ Accuracy Tolerance of New Processes Accuracy of Inventory and Pricing Competitive Benchmarks Product Review Ratings Brand Value Trust Rating Brand Advocates/Net Promoters Customer Sat Scores Social Network Participation Customer and Employee Referrals Average Customer Tenure Purchase Frequency Loyalty Program Enrolled/Participating No. of Customers Interacting Customer Defect Rates Mystery Shopper Scores Sentiment Scores Customer Attrition/Churn No. of Product or Service Upgrades No. of Repeat Orders No. of Customers "Likely to Defect" Price Sensitivity Website Usability Adoption of New Products Product Return Rates End-to-End Transaction Times Average Order Size Deactivation/Reactivation Costs Cart Abandonment Rates Revenue Attributable to CX Improvement Sobriety Leadership Alignment Apathy Culture Readiness Total Employee Engagement Sandbagging/Resistance Mid-level support Ability to Communicate Change Collective Ambition of Participants Excitement in Innovation TheMetrics 1 2 3 4 5 6 TheDashboards 9
  • 10. Customer Experience Programs CX PILOTS 10 Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement CX Culture CX Program Communications Platforms, Frameworks & Models Marketing/E-business IT Customer Support Operations Executive Level Team Our CX Flight Check solves the problem that prevents good organizations from realizing the benefits of strategic CX Programs. They don’t receive the funding because of the disparity in perceived value and urgency. We help close that gap. 1.0 3.0 2.0 2.0 0.5 1.0 1.0 1.4 3.0 4.0 4.0 4.25 2.25 2.4 5.5 1.0 5.0 6.0 2.0 5.0 5.0 4.4 5.5 8.0 7.0 8.5 7.25 3.2 4.4 3.3 4.0 4.9 9.5 9.2 9.2 5.8 9.5 8.9 8.75 4.5 8.5 pts. 6.2 pts. 7.2 pts. 3.8 pts. 9.0 pts. 7.9 pts. 7.75 pts. 7.0 pts. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement CX Culture CX Program Communications Platforms, Frameworks & Models We surveyed 5 people in 5 representative departments on how well they thought they were meeting customer needs based on these 8 dimensions. What we found is what we believe is a significant answer to the question, “why aren’t we doing a better job at serving the needs of our customers systematically, as a holistic organization.” • No one is looking at the same picture, in the same way. • CYA is rampant. • Answers are biased and point to a business case for increased funding befitting specific agendas. • There are varying degrees of proximity or separation from the true customer experience. BOTTOM LINE: You cannot set out to fix what you don’t understand to be broken. ANSWER: Custom designed CX Maturity Assessments administered more strategically. Max Disparity
  • 11. The CX Compass helps each organization take actionable intelligence from the CX Flight Check so they can set the right direction or CX Flight Path. The direction defines the CX Program Strategy and Operations approach. Customer Experience Programs CX PILOTS 11
  • 12. Customer Experience Program Management Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Share customer experience strategy with all employees. Define a customer experience strategy that describes the intended customer experience. Align the strategy with overall company strategy. Align the strategy with the company's brand attributes. Establish social channel strategy. Solicit customer feedback about their experiences through surveys and/or interviews. Collect unsolicited customer feedback (e.g., by mining calls, emails, or social media posts). Gather employees input re: their experiences with customers. Evaluate employee roles in delivering the customer experience. Conduct observational research studies in customers' natural environment. Analyze customer insights to identify key customer pain points and opportunities. Analyze customer insight from different organizational boundaries to identify disparity. Document customer understanding in a way that is easy for employees to understand and use. Create customer personas. Create customer journey maps/ atlases. Create role-based voice of the customer reports. Freely distribute CX documentation via training sessions. Use iterative ideation, prototyping, and evaluation as part of the experience design process. Define/redefine an agile customer experience design process. Evaluate company’s ability to design to meet customer experiences. Evaluate how to respond when a new experience is introduced or an existing experience is changed. Conduct customer experience strategy town hall meetings with all employees. Start and staff a CX Center of Excellence. Gain Executive-level sponsorship for the company’s focus on customer experience. Identify how to integrate CX into company performance measurement. Define/redefine customer experience design requirements standards. Use Awareness of Customer deliverables to define CX project requirements. Map the existing customer experience ecosystem. Identify interdependencies among people, processes, & tech that shape interactions with customers. Engage customers, partners, employees as part of the experience design process (e.g., co- creation). Couple UX and CX practices to ensure alignment between design for individuals and groups. Publish ideation / prototyping, on an internal employee blog to gain wide- reaching feedback. Publish & distribute CX outcome reports/ access to dashboards on CX blog. Define a customer experience quality framework that aligns with how customers judge an experience. Roll-out CX Quality Framework consistently across the organization (e.g., channels, lines of business). Illustrate how each group, role, and individual contributes to customer experience quality. Define the subsets of customer experience metrics. Measure how customers perceive their experiences with the organization. Collect descriptive metrics about each experience that provide context for customer perceptions. Analyze CX metrics for differences in experience quality per key segments. Analyze CX metrics for differences in experience quality per key tasks. Analyze CX metrics for differences in experience quality per key aspects of CX. Share customer experience metrics and models with all employees. Model the relationship between drivers of CX quality / customer perceptions of their experiences/ business outcomes. Conduct CX performance training sessions to employees. Adjust the design for new experience reflecting change via policy, process, product, technology. Define a consistent set of customer experience standards across the organization. Align the customer experience strategy to project evaluation, funding & prioritization decisions. Maintain a dedicated queue of customer experience improvement projects. Integrate CX criterion into policy, processes, technology, and communications decisions. Adjust CX program tactics or resource allocations based on outcomes. Review CX program status and metrics regularly to monitor progress toward meeting business goals. Assign role- specific CX management tasks to employees as a requirement of their positions. Evaluate employee performance against role- specific customer experience metrics. Coordinate across groups that share responsibility for a given experience. Tie raises, bonuses, promotions to performance on CX metrics. Screen candidates for customer- centric values as part of the hiring and selection process. Screen new hires for specific strategic CX skills skills. Train employees to deliver on their part of the organization's customer experience strategy. Communicate the importance of CX to every constituent. Collect and share stories of customer experience best practices across the employee base. Reinforce the importance of customer experience and what it takes to deliver it. Use informal rewards and celebrations to highlight exemplary customer-centric behavior. Share customer understanding with all employees. Create an internal CX CoE Blog. Publish customer personas and journey maps with directions and explanations. Create an internal CX content strategy. Write blog articles from UX & CX designers about how to design for experiences. Establish User- Centered Design Approach Research viability of channel penetration. Map total channel ecosystem. Refine Web analytics ecosystem. Develop Web traffic Acquisition Model (SEO). Develop social listening/ connection platform. Distribute content across relevant channels. Develop mobile- specific channel strategy. Develop channel- relative patterns of content re-use. Develop strong bridges between online and offline channels. Develop channel measurement approach. Persistently measure performance of CX and content per channel. Publish video blog post from executive about the importance of CX. Publish CX employees interviews about impact of CX on their roles. Hold all employee town hall from executives and CX lead about progress. Publish videos demonstrating how CX, Leadership & IT are coming together. Publish ongoing progress of CX program to illustrate momentum. Publish CX employees interviews about impact of CX on their roles. Hold all employee town hall recognizing key employees in advancing CX. Publish videos demonstrating how leadership is using CX to measure company performance. Publish ongoing progress of CX program to illustrate momentum. Develop Content Operations model (Strategy, creation, activation). Develop campaign management platform. Establish Email marketing program. Integrate user tracking/interaction platform. Integrate e-commerce into CX. Track campaign performance (ROMI). Develop community management platform. Establish end-to- end personalization framework. Create content consumption tracking model. Establish testing sandbox. Integrate marketing automation framework. Develop central hub for user profile data. Build up customer profile data (on-offline). Develop internal alerts (KPI reflexes). Develop predictive analytics (business intelligence) capability. Automate decision priorities (CTAs, promotions). Train employees to get involved in social media to expand company’s reach. Create internal employee CX advisory board. Create an employee rotation program that cross trains people on key CX roles. Develop a CX Knowledge base. Hold open- enrollment classes for employees to gain training on CX measurement. Develop a collective ambition program around CX. Customer Experience Programs CX PILOTS CX Flight Check :: The Total CX Program Ecosystem 12 Professional / Financial Services Example
  • 13. Share customer experience strategy with all employees. Define a customer experience strategy that describes the intended customer experience. Align the strategy with overall company strategy. Align the strategy with the company's brand attributes. Conduct customer experience strategy town hall meetings with all employees. Start and staff a CX Center of Excellence. Gain Executive-level sponsorship for the company’s focus on customer experience. Identify how to integrate CX into company performance measurement. Customer Experience Programs CX PILOTS Strategy & Alignment •Define a customer experience strategy that describes the intended customer experience. •Align the strategy with overall company strategy. •Align the strategy with the company's brand attributes. •Gain Executive-level sponsorship for the company’s focus on customer experience. •Conduct customer experience strategy town hall meetings with all employees. •Share customer experience strategy with all employees. •Identify how to integrate CX into company performance measurement. •Start and staff a CX Center of Excellence Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Customer Experience Program Management CX Compass 13
  • 14. Customer Experience Programs CX PILOTS Awareness of Customer •Solicit customer feedback about their experiences through surveys and/or interviews. •Collect unsolicited customer feedback (e.g., by mining calls, emails, or social medCollect unsolicited customer feedback (e.g., by mining calls, emails, or social media posts). •Gather employees input re: their experiences with customers. •Evaluate employee roles in delivering the customer experience. •Conduct observational research studies in customers' natural environment. •Analyze customer insights to identify key customer pain points and opportunities. •Analyze customer insight from different organizational boundaries to identify disparity. •Document customer understanding in a way that is easy for employees to understand and use. •Create customer personas. •Create customer journey maps/atlases. •Create role-based voice of the customer reports. •Freely distribute CX documentation via training sessions. Solicit customer feedback about their experiences through surveys and/or interviews. Collect unsolicited customer feedback (e.g., by mining calls, emails, or social media posts). Gather employees input re: their experiences with customers. Evaluate employee roles in delivering the customer experience. Conduct observational research studies in customers' natural environment. Analyze customer insights to identify key customer pain points and opportunities. Analyze customer insight from different organizational boundaries to identify disparity. Document customer understanding in a way that is easy for employees to understand and use. Create customer personas. Create customer journey maps/ atlases. Create role-based voice of the customer reports. Freely distribute CX documentation via training sessions. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Customer Experience Program Management CX Compass 14
  • 15. Customer Experience Program Management Customer Experience Programs CX PILOTS CX Compass Design Practices •Evaluate company’s ability to design to meet customer experiences. •Define/redefine customer experience design requirements standards. •Define/redefine an agile customer experience design process. •Evaluate how to respond to a new experience or change an existing experience. •Use Awareness of Customer deliverables to define CX project requirements. •Identify interdependencies among people, processes, & tech shaping customer interactions. •Establish User-Centered Design Approach. •Engage customers, partners, employees in the experience design process (e.g., co-creation). •Map the existing customer experience ecosystem. •Couple UX and CX practices to ensure alignment between design for individuals and groups. •Use iterative ideation, prototyping, and evaluation as part of the experience design process. •Make new experience design adjustments reflecting change (policy, process, product, tech). •Publish ideation /prototyping, on an internal employee blog to gain wide-reaching feedback. Use iterative ideation, prototyping, and evaluation as part of the experience design process. Define/redefine an agile customer experience design process. Evaluate company’s ability to design to meet customer experiences. Evaluate how to respond when a new experience is introduced or an existing experience is changed. Define/redefine customer experience design requirements standards. Use Awareness of Customer deliverables to define CX project requirements. Map the existing customer experience ecosystem. Identify interdependencies among people, processes, & tech that shape interactions with customers. Engage customers, partners, employees as part of the experience design process (e.g., co- creation). Couple UX and CX practices to ensure alignment between design for individuals and groups. Publish ideation / prototyping, on an internal employee blog to gain wide- reaching feedback. Establish User- Centered Design Approach Adjust the design for new experience reflecting change via policy, process, product, technology. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models 15
  • 16. Customer Experience Programs CX PILOTS Touchpoints and Channels •Research viability of channel penetration. •Map total channel ecosystem. •Establish social channel strategy. •Develop mobile-specific channel strategy. •Develop social listening/connection platform. •Distribute content across relevant channels. •Develop Web traffic Acquisition Model (SEO). •Develop channel-relative patterns of content re-use. •Develop strong bridges between online and offline channels. •Develop channel measurement approach. •Persistently measure performance of CX and content per channel. Establish social channel strategy. Research viability of channel penetration. Map total channel ecosystem. Develop Web traffic Acquisition Model (SEO). Develop social listening/ connection platform. Distribute content across relevant channels. Develop mobile- specific channel strategy. Develop channel- relative patterns of content re-use. Develop strong bridges between online and offline channels. Develop channel measurement approach. Persistently measure performance of CX and content per channel. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Customer Experience Program Management CX Compass 16
  • 17. Customer Experience Programs CX PILOTS Performance Measurement •Define a customer experience quality framework that aligns with how customers judge an experience. •Roll-out CX Quality Framework consistently across the organization (e.g., channels, lines of business). •Illustrate how each group, role, and individual contributes to customer experience quality. •Measure how customers perceive their experiences with the organization. •Define the subsets of customer experience metrics. •Collect descriptive metrics about each experience that provide context for customer perceptions. •Analyze CX metrics for differences in experience quality per key aspects of CX. •Analyze CX metrics for differences in experience quality per key segments. •Conduct CX performance training sessions to employees. •Analyze CX metrics for differences in experience quality per key tasks. •Model the relationship between drivers of CX quality /customer perceptions of their experiences/ business outcomes. •Publish & distribute CX outcome reports/ access to dashboards on CX blog. •Share customer experience metrics and models with all employees. Publish & distribute CX outcome reports/ access to dashboards on CX blog. Define a customer experience quality framework that aligns with how customers judge an experience. Roll-out CX Quality Framework consistently across the organization (e.g., channels, lines of business). Illustrate how each group, role, and individual contributes to customer experience quality. Define the subsets of customer experience metrics. Measure how customers perceive their experiences with the organization. Collect descriptive metrics about each experience that provide context for customer perceptions. Analyze CX metrics for differences in experience quality per key segments. Analyze CX metrics for differences in experience quality per key tasks. Analyze CX metrics for differences in experience quality per key aspects of CX. Share customer experience metrics and models with all employees. Model the relationship between drivers of CX quality / customer perceptions of their experiences/ business outcomes. Conduct CX performance training sessions to employees. Refine Web analytics ecosystem. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Customer Experience Program Management CX Compass 17
  • 18. Customer Experience Programs CX PILOTS Governance •Define a consistent set of customer experience standards across the organization. •Align the customer experience strategy to project evaluation, funding & prioritization decisions. •Integrate CX criterion into policy, processes, technology, and communications decisions. •Review CX program status and metrics regularly to monitor progress toward meeting business goals. •Adjust CX program tactics or resource allocations based on outcomes. •Maintain a dedicated queue of customer experience improvement projects. •Assign role-specific CX management tasks to employees as a requirement of their positions. •Evaluate employee performance against role-specific customer experience metrics. •Coordinate across groups that share responsibility for a given experience. Define a consistent set of customer experience standards across the organization. Align the customer experience strategy to project evaluation, funding & prioritization decisions. Maintain a dedicated queue of customer experience improvement projects. Integrate CX criterion into policy, processes, technology, and communications decisions. Adjust CX program tactics or resource allocations based on outcomes. Review CX program status and metrics regularly to monitor progress toward meeting business goals. Assign role- specific CX management tasks to employees as a requirement of their positions. Evaluate employee performance against role- specific customer experience metrics. Coordinate across groups that share responsibility for a given experience. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Customer Experience Program Management CX Compass 18
  • 19. Customer Experience Programs CX PILOTS CX Culture •Screen candidates for customer-centric values as part of the hiring and selection process. •Screen new hires for specific strategic CX skills skills. •Train employees to deliver on their part of the organization's customer experience strategy. •Communicate the importance of CX to every constituent. •Collect and share stories of customer experience best practices across the employee base. •Develop a collective ambition program around CX. •Hold open-enrollment classes for employees to gain training on CX measurement. •Tie raises, bonuses, promotions to performance on CX metrics. •Reinforce the importance of customer experience and what it takes to deliver it. •Use informal rewards and celebrations to highlight exemplary customer-centric behavior. •Train employees to get involved in social media to expand company’s reach. •Create internal employee CX advisory board. •Create an employee rotation program that cross trains people on key CX roles. Tie raises, bonuses, promotions to performance on CX metrics. Screen candidates for customer- centric values as part of the hiring and selection process. Screen new hires for specific strategic CX skills skills. Train employees to deliver on their part of the organization's customer experience strategy. Communicate the importance of CX to every constituent. Collect and share stories of customer experience best practices across the employee base. Reinforce the importance of customer experience and what it takes to deliver it. Use informal rewards and celebrations to highlight exemplary customer-centric behavior. Train employees to get involved in social media to expand company’s reach. Create internal employee CX advisory board. Create an employee rotation program that cross trains people on key CX roles. Hold open- enrollment classes for employees to gain training on CX measurement. Develop a collective ambition program around CX. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Customer Experience Program Management CX Compass 19
  • 20. Customer Experience Programs CX PILOTS CX Program Communications •Publish CX employees interviews about impact of CX on their roles. •Publish videos demonstrating how CX, Leadership & IT are coming together. •Publish ongoing progress of CX program to illustrate momentum. •Hold all employee town hall recognizing key employees in advancing CX. •Publish videos demonstrating how leadership is using CX to measure company performance. •Publish ongoing progress of CX program to illustrate further, ongoing momentum. Share customer understanding with all employees. Create an internal CX CoE Blog. Publish customer personas and journey maps with directions and explanations. Create an internal CX content strategy. Write blog articles from UX & CX designers about how to design for experiences. Publish video blog post from executive about the importance of CX. Publish CX employees interviews about impact of CX on their roles. Hold all employee town hall from executives and CX lead about progress. Publish videos demonstrating how CX, Leadership & IT are coming together. Publish ongoing progress of CX program to illustrate momentum. Publish CX employees interviews about impact of CX on their roles. Hold all employee town hall recognizing key employees in advancing CX. Publish videos demonstrating how leadership is using CX to measure company performance. Publish ongoing progress of CX program to illustrate momentum. •Create an internal CX CoE Blog. •Share customer understanding with all employees. •Create an internal CX content strategy. •Publish customer personas and journey maps with directions and explanations. •Write blog articles from UX & CX designers about how to design for experiences. •Publish video blog post from executive about the importance of CX. •Hold all employee town hall from executives and CX lead about progress. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Customer Experience Program Management CX Compass 20
  • 21. Customer Experience Programs CX PILOTS Platforms, Frameworks & Models •Create content consumption tracking model. •Develop central hub for user profile data. •Build up customer profile data (on-offline). •Establish testing sandbox. •Develop internal alerts (KPI reflexes). •Integrate marketing automation framework. •Develop predictive analytics (business intelligence) capability. •Develop a CX Knowledge base. •Automate decision priorities (CTAs, promotions). •Develop Content Operations model (Strategy, creation, activation). •Develop campaign management platform. •Establish Email marketing program. •Integrate user tracking/interaction platform. •Develop community management platform. •Establish end-to-end personalization framework. •Track campaign performance (ROMI). •Integrate e-commerce into CX. Develop Content Operations model (Strategy, creation, activation). Develop campaign management platform. Establish Email marketing program. Integrate user tracking/interaction platform. Integrate e-commerce into CX. Track campaign performance (ROMI). Develop community management platform. Establish end-to- end personalization framework. Create content consumption tracking model. Develop central hub for user profile data. Build up customer profile data (on-offline). Develop internal alerts (KPI reflexes). Develop predictive analytics (business intelligence) capability. Automate decision priorities (CTAs, promotions). Establish testing sandbox. Integrate marketing automation framework. Develop a CX Knowledge base. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Customer Experience Program Management CX Compass 21
  • 22. Customer Experience Program Management Customer Experience Programs CX PILOTS Share customer experience strategy with all employees. Define a customer experience strategy that describes the intended customer experience. Align the strategy with overall company strategy. Align the strategy with the company's brand attributes. Establish social channel strategy. Solicit customer feedback about their experiences through surveys and/or interviews. Collect unsolicited customer feedback (e.g., by mining calls, emails, or social media posts). Gather employees input re: their experiences with customers. Evaluate employee roles in delivering the customer experience. Conduct observational research studies in customers' natural environment. Analyze customer insight from different organizational boundaries to identify disparity. Document customer understanding in a way that is easy for employees to understand and use. Create customer personas. Create customer journey maps/ atlases. Create role-based voice of the customer reports. Freely distribute CX documentation via training sessions. Use iterative ideation, prototyping, and evaluation as part of the experience design process. Define/redefine an agile customer experience design process. Evaluate company’s ability to design to meet customer experiences. Evaluate how to respond when a new experience is introduced or an existing experience is changed. Conduct customer experience strategy town hall meetings with all employees. Start and staff a CX Center of Excellence. Gain Executive-level sponsorship for the company’s focus on customer experience. Identify how to integrate CX into company performance measurement. Define/redefine customer experience design requirements standards. Use Awareness of Customer deliverables to define CX project requirements. Map the existing customer experience ecosystem. Identify interdependencies among people, processes, & tech that shape interactions with customers. Engage customers, partners, employees as part of the experience design process (e.g., co- creation). Couple UX and CX practices to ensure alignment between design for individuals and groups. Publish ideation / prototyping, on an internal employee blog to gain wide- reaching feedback. Publish & distribute CX outcome reports/ access to dashboards on CX blog. Define a customer experience quality framework that aligns with how customers judge an experience. Roll-out CX Quality Framework consistently across the organization (e.g., channels, lines of business). Illustrate how each group, role, and individual contributes to customer experience quality. Define the subsets of customer experience metrics. Measure how customers perceive their experiences with the organization. Collect descriptive metrics about each experience that provide context for customer perceptions. Analyze CX metrics for differences in experience quality per key segments. Analyze CX metrics for differences in experience quality per key tasks. Analyze CX metrics for differences in experience quality per key aspects of CX. Share customer experience metrics and models with all employees. Model the relationship between drivers of CX quality / customer perceptions of their experiences/ business outcomes. Conduct CX performance training sessions to employees. Adjust the design for new experience reflecting change via policy, process, product, technology. Define a consistent set of customer experience standards across the organization. Align the customer experience strategy to project evaluation, funding & prioritization decisions. Maintain a dedicated queue of customer experience improvement projects. Integrate CX criterion into policy, processes, technology, and communications decisions. Adjust CX program tactics or resource allocations based on outcomes. Review CX program status and metrics regularly to monitor progress toward meeting business goals. Assign role- specific CX management tasks to employees as a requirement of their positions. Evaluate employee performance against role- specific customer experience metrics. Coordinate across groups that share responsibility for a given experience. Tie raises, bonuses, promotions to performance on CX metrics. Screen candidates for customer- centric values as part of the hiring and selection process. Screen new hires for specific strategic CX skills skills. Train employees to deliver on their part of the organization's customer experience strategy. Communicate the importance of CX to every constituent. Collect and share stories of customer experience best practices across the employee base. Reinforce the importance of customer experience and what it takes to deliver it. Use informal rewards and celebrations to highlight exemplary customer-centric behavior. Share customer understanding with all employees. Create an internal CX CoE Blog. Publish customer personas and journey maps with directions and explanations. Create an internal CX content strategy. Write blog articles from UX & CX designers about how to design for experiences. Establish User- Centered Design Approach Research viability of channel penetration. Map total channel ecosystem. Refine Web analytics ecosystem. Develop Web traffic Acquisition Model (SEO). Develop social listening/ connection platform. Distribute content across relevant channels. Develop mobile- specific channel strategy. Develop channel- relative patterns of content re-use. Develop strong bridges between online and offline channels. Develop channel measurement approach. Persistently measure performance of CX and content per channel. Publish video blog post from executive about the importance of CX. Publish CX employees interviews about impact of CX on their roles. Hold all employee town hall from executives and CX lead about progress. Publish videos demonstrating how CX, Leadership & IT are coming together. Publish ongoing progress of CX program to illustrate momentum. Publish CX employees interviews about impact of CX on their roles. Hold all employee town hall recognizing key employees in advancing CX. Publish videos demonstrating how leadership is using CX to measure company performance. Publish ongoing progress of CX program to illustrate momentum. Develop Content Operations model (Strategy, creation, activation). Develop campaign management platform. Establish Email marketing program. Integrate user tracking/interaction platform. Integrate e-commerce into CX. Track campaign performance (ROMI). Develop community management platform. Establish end-to- end personalization framework. Create content consumption tracking model. Establish testing sandbox. Integrate marketing automation framework. Develop central hub for user profile data. Build up customer profile data (on-offline). Develop internal alerts (KPI reflexes). Develop predictive analytics (business intelligence) capability. Automate decision priorities (CTAs, promotions). Train employees to get involved in social media to expand company’s reach. Create internal employee CX advisory board. Create an employee rotation program that cross trains people on key CX roles. Develop a CX Knowledge base. Hold open- enrollment classes for employees to gain training on CX measurement. Develop a collective ambition program around CX. Analyze customer insights to identify key customer pain points and opportunities. CX Compass :: Module Selection Based on CX Flightcheck Outcome Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models 22
  • 23. Customer Experience Program Management Customer Experience Programs CX PILOTS Share customer experience strategy with all employees. Define a customer experience strategy that describes the intended customer experience. Align the strategy with overall company strategy. Align the strategy with the company's brand attributes. Establish social channel strategy. Solicit customer feedback about their experiences through surveys and/or interviews. Collect unsolicited customer feedback (e.g., by mining calls, emails, or social media posts). Gather employees input re: their experiences with customers. Evaluate employee roles in delivering the customer experience. Conduct observational research studies in customers' natural environment. Analyze customer insights to identify key customer pain points and opportunities. Create customer personas. Create customer journey maps/ atlases. Freely distribute CX documentation via training sessions. Define/redefine an agile customer experience design process. Evaluate company’s ability to design to meet customer experiences. Evaluate how to respond when a new experience is introduced or an existing experience is changed. Identify how to integrate CX into company performance measurement. Define/redefine customer experience design requirements standards. Map the existing customer experience ecosystem. Define a customer experience quality framework that aligns with how customers judge an experience. Roll-out CX Quality Framework consistently across the organization (e.g., channels, lines of business). Define the subsets of customer experience metrics. Measure how customers perceive their experiences with the organization. Define a consistent set of customer experience standards across the organization. Align the customer experience strategy to project evaluation, funding & prioritization decisions. Maintain a dedicated queue of customer experience improvement projects. Adjust CX program tactics or resource allocations based on outcomes. Train employees to deliver on their part of the organization's customer experience strategy. Communicate the importance of CX to every constituent. Share customer understanding with all employees. Create an internal CX CoE Blog. Establish User- Centered Design Approach Research viability of channel penetration. Map total channel ecosystem. Refine Web analytics ecosystem. Develop social listening/ connection platform. Develop mobile- specific channel strategy. Develop Content Operations model (Strategy, creation, activation). Develop campaign management platform. Develop a CX Knowledge base. Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models CX Compass :: Module Selection Based on CX Flightcheck Outcome 23
  • 24. Customer Experience Programs CX PILOTS Share customer experience strategy with all employees. Define a customer experience strategy that describes the intended customer experience. Align the strategy with overall company strategy. Align the strategy with the company's brand attributes. Establish social channel strategy. Solicit customer feedback about their experiences through surveys and/or interviews. Collect unsolicited customer feedback (e.g., by mining calls, emails, or social media posts). Gather employees input re: their experiences with customers. Evaluate employee roles in delivering the customer experience. Analyze customer insights to identify key customer pain points and opportunities. Create customer personas. Create customer journey maps/ atlases. Freely distribute CX documentation via training sessions. Define/redefine an agile customer experience design process. Evaluate company’s ability to design to meet customer experiences. Evaluate how to respond when a new experience is introduced or an existing experience is changed. Identify how to integrate CX into company performance measurement. Define/redefine customer experience design requirements standards. Map the existing customer experience ecosystem. Define a customer experience quality framework that aligns with how customers judge an experience. Roll-out CX Quality Framework consistently across the organization (e.g., channels, lines of business). Define the subsets of customer experience metrics. Measure how customers perceive their experiences with the organization. Define a consistent set of customer experience standards across the organization. Align the customer experience strategy to project evaluation, funding & prioritization decisions. Maintain a dedicated queue of customer experience improvement projects. Adjust CX program tactics or resource allocations based on outcomes. Train employees to deliver on their part of the organization's customer experience strategy. Communicate the importance of CX to every constituent. Share customer understanding with all employees. Create an internal CX CoE Blog. Establish User- Centered Design Approach Research viability of channel penetration. Map total channel ecosystem. Refine Web analytics ecosystem. Develop social listening/ connection platform. Develop mobile- specific channel strategy. Develop Content Operations model (Strategy, creation, activation). Develop campaign management platform. Develop a CX Knowledge base. Phase One Phase Two Phase Three Support Phase CX Compass :: Phased, Modular Program Development Strategy & Alignment Awareness of Customer Design Practices Touchpoints Performance Measurement Governance CX Culture CX Program Communications Platforms, Frameworks & Models Customer Experience Program Management 24
  • 25. If you are a Customer Experience leader in your company and you want to learn about an exciting new way to approach cost, speed, risk, effectiveness and engagement in CX within your organization, we would be happy to start a dialog with you. Customer Experience Programs CX PILOTS Chief Customer Officer VP-Customer Experience VP-Client Services VP-Customer Satisfaction & Quality VP-Customer Operations VP-Global Client Insight SVP-Customer Success VP-Customer Care & Support VP-Sales Ops & Business Development Head of Quality & Planning Director-Customer Experience Director-Customer Experience Specialists Director-Customer Advocacy Director-Global Client Insight Director-Customer Marketing Director-Strategic Products Manager- Customer Experience Manager-Segment Analytics & Loyalty Manager- Customer Loyalty Development Manager-Customer Marketing Manager-Customer Voice CRM Department Leader Customer Experience Lead Customer Engagement Champion Manager of Customer Excellence Deployment OurClientsAre: 25
  • 26. Customer Experience Programs CX PILOTS About CX Pilots Follow Us On CX Pilots is a new voice, idea and approach to CX programs. Our strategic approach helps the C-Suite down to the front line, close the gap between the organization and its customer while lowering the cost of CX Program implementation. 100% of CX Pilot’s program implementations decrease the risk inherent in embedding Customer-centricity into the organizations while speeding up the cycle time to start seeing quick wins. We are momentum-builders who know how to create internal coalitions, eliminate program and adoption friction by partnering with leadership on the goals and initiative execution, and engage employees in incremental digestible change programs and that ultimately yield critical CX outcomes. CX Pilots predicates is success on more meaningful, in-depth and precise CX Maturity assessments that are built custom to each organization. CXPILOTS.COM Copyright © 2016. CX Pilots, Inc. All rights reserved. 041616 26
  • 27. Modular Customer Experience Pilot Programs CX PILOTS ©CX PILOTS cxpilots.com Steven Keith, CX Program Architect [email protected] (919) 771-5219 27 Low Risk Quick CX Wins Designed for Your Organization