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“It is between 5 and 12 times cheaper to keep an existing customer than it is to acquire a new one” (Source: The US Office of Consumer Affairs)

Customer Experience Transformation

VOC - Grey sm Customer Journey - Grey sm Customer Experience Transformation- Red sm Customer Retention - Grey sm Business - Grey sm Training - Grey sm

Full scale Customer Experience transformation programmes typically consist of eight steps that organisations of all sizes can take to understand, design, align, execute and embed transformational change. These not only improve customer and employee experiences; but help these businesses to significantly improve their top and bottom line commercial performance. There is an extensive portfolio of products that support the delivery of these eight steps.

The eight steps of Customer Experience Transformation are:

1. Frame: Before a company can map current and future-state customer journeys, it needs to define what the frameworks for the journeys look like in terms of their generic ‘stages and phases’. These can be standard for specific industries, however can differ depending on customer requirements, channel choice and operating procedures. Find out more…

2. Understand: There are three different levels of insight gathered, namely research-based, operational diagnostics and strategic. Find out more…

3. Position: Before customer and employee experiences can be effectively remodelled, the organisation needs to establish its future strategic direction, providing context to the way in which change will happen. Find out more…

4. Design: Designing customer and employee experiences involves the creation of Customer and Employee Promises & Commitments and the creation of detailed (by stages and phases) future-state Customer Journeys for different channels and customer segments; and future-state Employee Journeys for different roles and functions. These are achieved through the delivery of gap-closing initiatives, also identified at this stage. Find out more…

5. Align: Achieving buy-in for new designs is achieved through the creation of customer and employee transformation programmes, supported by robust business cases that identify cost benefit analyses for the activities. Find out more…

6. Execute: This involves undertaking transformational activity and business process reengineering across all front and back office business functions, however especially for the digital channels and frontline contact centre and retail operations. Find out more…

7. Sustain: Embedding transformational change is supported by the delivery of leadership, customer centricity and specialist training activities, with the ultimate aim of creating ‘the learning organisation’. Find out more…

8. Review: As organisations and markets change, customer and employee experience activities need to be reviewed to ensure that they are still relevant and are being properly implemented. We carry out reviews of insight activities, customer metrics system, customer and employee experience programmes, strategic and operational performance and training activities. Find out more…