Customer experience strategy
-
Implementation of a CX maturity assessment to set a baseline and identify improvement areas in the organization.
-
Review of the company's strategic information (vision, mission, values, strategy, KPIs vs org. structure) and recommendations.
-
Facilitation of the CX training/workshops for the leadership.
-
Development of the CX program plan.
Contact me for more information
Let's improve your business together
Customer-centered culture
-
Facilitation of values rollout workshops for employees.
-
Design and implementation of the tailored CX training program "My role in creating the best customer experience".
-
Review of the employee's performance evaluation criteria and recommendations.
-
Facilitation of employee experience workshops and documentation of the employee journey map.
Get to know your customer
-
Facilitation of customer personas identification workshops and documentation.
-
Facilitation of Customer Journey (CJ) mapping workshops and documentation.
-
Documentation of Customer Journey blueprint linking internal departments, processes, systems, and KPIs.
-
Identification of the key CJ touchpoints for Voice of the Customer (VoC).
-
Identification of different data sources for VoC.
-
Design of customer, partner, employee, vendor, and other surveys. Review and make recommendations on existing surveys linked to customer journey maps.
-
Design questionnaires for customer, partner, employee, vendor, and other qualitative interviews.
-
Analyze VoC data and provide recommendations for business improvement.
Customer experience measurement
