Grow Cx

Available to guide/coach on the six areas of CUSTOMER EXPERIENCE (CX) COMPETENCY: STRATEGY Clarity of CX vision, degree of C-level sponsorship, customer understanding, data strategy, brand promise, etc. CULTURE Customer centricity, code of conduct, employee experience and engagement, diversity and inclusion, agility, transparency, candor, etc. ORGANIZATION Organizational structure and resources, silos, cross-functional adoption, accountability, where does your CX role/responsibility sit in the org chart? etc. INSIGHTS Voice of customer (VOC), voice of employee (VOE), always-on listening (e.g. social media), structured vs unstructured, data vs. understanding, etc. ACTION Turn insights into prioritized action, design of experience processes, use of appropriate technology, etc. IMPACT Metrics, measures, use of data, ROI, closed-loop feedback, prioritization of cash-producing CX actions, Each CX dimension needs its own maturity assessment Level 0 - Unknowing Senior management is unaware of CX as a management discipline. Level 1 - Lucky Success depends on the ad hoc competence of individuals. Level 2 - Emergent Some formal process discipline beginning to emerge in pockets. Level 3 - Defined Standards are set and used throughout the organization. Level 4 - Managed Processes are document and controlled. All functions and silos are aligned. Level 5 - Optimized Processes are automated, to the extent possible, with improvement goals.