Customer Experience Transformation 4 Tips To Boost Cx Strategy Any successful customer experience program must contain several components. partner nicolas maechler explains: “the first is top management buy in on a customer centric strategy to ensure a shared vision. secondly, core customer journeys must be identified and transformed by redesigning and digitizing them. finally, enable the transformation. The time for action is now. the good news is that there is now a proven formula for executing customer experience transformations. it comprises specific steps across three core building blocks: a clearly defined aspiration, an agile transformation approach, and a thoughtful deployment of new capabilities, particularly advanced analytics (exhibit).
A Framework For Cx Transformation How To Operationalize Cx At Scale Key takeaways. an effective redesign of the customer experience (cx) organization and operating model is a crucial success factor for every cx transformation. such a redesign requires seamless cross functional collaboration, new ways of working, clear design principles, processes, and target setting in line with defined cx ambitions. The framework introduced in this article can be used as a lens to guide cx transformation and establish an operational structure for the ongoing management of customer experience. since each of the 4 building blocks applies to each of the 4 focus areas, you have a total of 4×4=16 things you can (and should) do to improve cx. This mapping exercise enables you to assess: journey centric thinking powers cx transformation by uniting stakeholders to visualize and understand the experience from the customer’s point of view. this approach promotes a shared sense of ownership, smooths cross functional transformation, and gains wider buy in.”. Our cx consulting experts provide the expertise and tools that help you figure out what matters most to customers, and equip your team to deliver delightful experiences while simplifying processes and eliminating costs. these efforts will yield happy customers, happy employees and happy shareholders — a triple play of results that you can.
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