PHASE 1: CX VISION & STRATEGY
Client Experience (CX) Design must always begin with a clear vision that is linked to the brand promise of the organization. This vision defines both the customer outcomes and the process of achieving those outcomes.
Understanding the vision of the organization from the top-down provides a unified approach to CX. This allows you to focus on the “how” and the “why” when generating measurable outcomes for your customers.
1. Your company has clearly defined brand promise, mission, vision, and values definitions.
2. Every employee knows your brand promise, mission, vision, and values definitions.
3. The CEO and C-Suite understand and clearly articulate the “how” and “why” you will invest in CX Design.
4. The CEO is an actively supportive champion of creating a superior customer experience design.
5. The CEO is committed to a 24 month-long effort to design and execute a CX-centered organization.
6. The company has invested in customer experience by creating a budget specifically to design and execute CX.
7. If you have a budget for CX, it is sufficient enough to enable the achievement of the CX design objectives.
8. The design objectives and strategy for CX are clearly defined and agreed upon.
9. Your company has defined what the ideal CX design is and understands the gap to achieve it.
10. Your company understands how to measure the return on investment from CX design.
• Brand Promise, Mission, Vision, and Values Definitions
• Customer Experience (CX) & Outcomes Definitions
• CX Design Objectives & Strategy
• CX Maturity Assessment
• CX Budget Design
• CX Return on Investment (ROI)