PHASE 2: CX GOVERNANCE

To launch and maintain a successful customer-focused culture, a top-down philosophy of governance is critical. Clearly defined CX governance will assure a sustainable, long-term shift instead of a short-term fad.

 

Provides the C-Level authoritative stamp on a major cultural initiative. For many companies, CX is hard to measure and is therefore considered a high-risk, “touchy feely” trend. But CX is proven to result in higher retention rates and customer lifetime value.

Rapid Diagnostic

1. The company has invested in CX by creating an organization specifically to design and execute CX.

2. The company has a Chief Customer Officer (CCO) or Chief Experience Officer (CXO) to lead CX.

3. You have dedicated resources that will focus on CX Design.

4. You have a CX core team that includes key leaders from Product, Marketing, Sales, and Customer Success.

5. The goals and objectives of CX are agreed upon by all functional leaders starting with the CEO.

6. You have finalized a CX design document that outlines the what, how, why, when, and where of CX.

7. You follow a user-centered approach to how you design your Sales & Marketing approach to the market.

8. You have a plan to talk to real people to uncover both known and unknown user needs.

9. You have defined the ideal CX that you will strive to attain.

10. A communication plan and long-term design roadmap exist and have been communicated to the company.

Deliverables

• CX Functional Alignment Plan

• CX Org Design

• CX Charter

• Design Thinking Methodology

• CX Long-Term Roadmap

Go-To-Market Strategy
How a Marketing Leader Overcomes Common Outbound Obstacles
One of the biggest challenges among marketing leaders is being able to successfully reach an audience who wants to be engaged. Additionally, trying to retain or gain new customers is a costly investment.   Eric Quanstrom, CMO at Cience, joins us in...
Read More
Sales Strategy
The Impact of a Third-Party Perspective on Customer Experience
As CEOs and CMOs continue to invest in customer experience programs, many are starting to build internal teams responsible for measuring and improving CX.   Brad Christian, Chief Customer Officer of Market Force, challenges this approach.   In this interview segment, Brad unpacks why...
Read More
Marketing Strategy
How Top B2B Marketing Leaders Deliver the ‘Amazon Effect’ Through Customer Experience
Enhancing the Customer Experience (CX) has long been a strategic objective of B2C companies.  Most of us have experienced firsthand how companies like Amazon and Apple have created sustainable competitive advantages.  They create this differentiation not only with great products...
Read More
Customer Experience Strategy
75% of Customers Message Businesses to Make a Purchase—Including Yours
The Basics of Conversational Commerce   Uber has been credited with many disruptive Customer Experience Trends, so it’s no surprise that in 2015, Chris Messina coined the term “Conversational commerce” in a brief Medium article. Since 2015, conversational commerce has seen many...
Read More