PHASE 7: CX Launch Planning

To effectively launch CX, the entire company is enabled at every step along the way.

 

To be effective, CX initiatives must be launched across the entire organization. The launch must be phased, so it does not overwhelm your organization. It must come from the top-down, so it gets the attention it deserves. Finally, you must enable everyone, so they can deliver the ideal customer experience you desire.

Rapid Diagnostic

1. A cross-functional CX launch project plan has been developed and published with tasks, owners, due dates, durations, and dependencies.

2. Your launch of CX Design utilized a phased, agile approach to prevent the company from becoming overwhelmed by too many simultaneous changes.

3. Your CX launch project plan includes organizational adoption activities to assure changes have long term sustainability.

4. Roles and responsibilities have been clearly defined for everyone involved in providing CX.

5. Key dates are clearly communicated to the field prior to implementing CX Design changes.

6. Enablement Deliverables have been created and distributed to the organization prior to launching a CX Design change.

7. CX Design training modules and materials have been created and are ready for distribution.

8. The organization has been trained on how to actively execute a CX Design change.

9. CX Design coaching Deliverables and materials have been created and are ready for distribution.

10. Managers are consistently coaching their employees on how to execute a CX design change.

Deliverables

• Launch Project Plan (with Roles & Responsibilities)

• Communication Plan & Playbook

• CX Training Guidance

• CX Coaching Playbook

Go-To-Market Strategy
81% of CEOs Are Competing on Customer Experience — Are You?
According to Forbes, Customer-centric companies are 60% more profitable than companies that don’t focus on customers. Yet, as COVID moves from a moment in time to the new normal, CEOs must balance delivering differentiated customer experience while maximizing the value of...
Read More
Sales Strategy
Celebrating Women in Revenue: How 7 Leaders Drive Growth
Over the years, we have been fortunate to speak with inspiring women who are leading the charge in revenue growth to share their stories and insights on SBI TV.   In honor of International Women’s Day, discover our most popular podcasts featuring...
Read More
Go-To-Market Strategy
Consumers Have Spent Over $50B in Mobile Apps This Year—How Much Did Your Company Capture?
Everyone Went Digital During Lockdown – Did Your Mobile Experience Improve?   Many people have found themselves spending more time on their smartphones these days. Lockdown orders and social distancing have driven an increased dependence on smartphones across all facets of daily...
Read More
Sales Strategy
How a Business Services CEO Seizes Market Opportunities
Over the last 6 months, there have only been an elite few known as “Accelerators” — those companies that have thrived in a recessionary environment.   One such company is CAS, a division of the American Chemical Society. By expediting the growth...
Read More