Why CX.
Looking at the business through the eyes of the customer is not a comfortable process as it opens up the fractures and inconsistencies to the original vision of the organization.
Working with us either through a workshop or full consulting process, we will help you create a full CX operating plan.
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Phase 1: Evaluate the 3 Whys, evaluate the Ethos and develop a Strategy intention
Phase 2: Follow our 10 step process to define a plan of action; starting with a full stakeholder assessment
Phase 3: Simplify the action plans into a strategic document with clear plans and goals for all internal stakeholders
Phase 4: Create a performance management / scorecard process
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Additional Steps (examples) depending on the level of consultation:
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Leadership Strategy Workshops to draft strategy proposals at team levels
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Lead survey and focus group rollout
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Provide analysis and reporting for operating plans and strategy
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Lead review sessions
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Shift project management to program office solutions
Define the Strategy
Planning and Delivery
Measure and Assess
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Get weekly insights on CX strategies, closer look at client success stories and tools that can be used to measure and support success.
Example of Articles​
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Building a CX Program Office
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Journey through a Strategy Notebook
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Planning for a new year, how to organize your leadership team
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Measure Customer Satisfaction, the easy way
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CX for Youth Sports
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Join the conversation. Let's bring it back to the customer.