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.

Rapid Diagnostic

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.

Deliverables

• 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)

INDUSTRY
STRATEGY AREA
CONTENT TYPE
Customer Journey Map Tool
July 17 2019
Customer Journey Map Tool
VIEW
Pricing Opportunities Evaluation Framework
July 12 2019
Pricing Opportunities Evaluation Framework
VIEW
How to Recover from a First Half Revenue Miss
July 11 2019
How to Recover from a First Half Revenue Miss
VIEW
previous
1 of 125
right
Loading...
Customer Experience Strategy
Creating Elevated Moments - Customer Experience Lessons from the World’s Best Restaurant
B2B companies are waking up to the fact that to grow faster than their competitors, they need to differentiate their customer experience.  Taking another lesson from outside of our industry, today we will examine how CX design elevated a restaurant...
Read More
Sales Strategy
Transforming the Seller Experience Through Sales Enablement
Today Ray Oram, Global VP of Sales Enablement for IBM, joins us to discuss how to transform the seller experience. Traditionally, sales enablement groups have spent their time working on budgets, supporting sellers through training, developing digital assets, and knowledge sharing....
Read More
Customer Experience Strategy
I’ve Mapped My Customer Journey, Now What?
What Is the Purpose of This Customer Journey Map?   According to a recent article from Invesprco, “Customer journey maps give businesses a way of getting into their customers’ heads, helping them gain valuable insight and understanding regarding common customer pain points.”   The...
Read More
Customer Experience Strategy
Executing a World-Class Customer Experience
In a previous article, SBI explained the importance of CMOs taking ownership of the Customer Life Cycle. If you already agree with its importance, your next two questions are likely:   “What does great look like?” “How do I deliver it?”   While there are...
Read More

Stay up to date with our latest insights, benchmarks, strategies & more

CREATE AN ACCOUNT

Join our team of passionate professionals and find your full potential

ALL OPEN POSITIONS