Optimizing Customer Experience
Organize to Innovate
Centers of Excellence (COEs) frequently fail by operating in isolation, lacking the necessary authority to execute tasks effectively.
Organizational design encompasses not only assembling the right talent but also establishing cross-functional collaboration that fosters experience innovation.
Thriving Customer Experience teams broaden their focus to encompass areas such as Customer Journey, Human-Centered Design, Advocacy, Communications and Employee Experience.
Derive Insights
Effective data analytics motivates individuals at every level of the organization to take action.
Identify relationship drivers and areas for improvement. Implement appropriate tools to seamlessly gather and analyze experience data across all channels and departments (Customer, Employee, Brand, Product).
Enable broad access to data to facilitate experience innovation and foster cultural transformation.
Utilize predictive analytics powered by AI/ML to advance toward the ultimate XM objective: personalized and empathetic experiences at scale.
Measure Results
Defining metrics of success is fundamental for all initiatives and critical for Experience Management (XM).
New experiences or improvements may require time to integrate with customers. Demonstrating progress and ROI prevents your efforts from being forgotten or wasted.
While NPS is a prevalent measure, other metrics are essential for demonstrating outcomes to stakeholders, such as Customer Performance Indicators (CPIs).
Foster an engaged, customer-centric culture by implementing employee recognition programs and other incentives.
Ensure alignment with corporate objectives and offer a clear pathway for every employee to contribute and make a meaningful difference.