4. Design

Frame - Grey smUnderstand - Grey sm Position - Grey sm Design - Red sm Align - Grey sm Execute - Grey sm Sustain - Grey sm Review - Grey sm

Designing customer and employee experiences can involve several different steps including defining the cultural context for change through Mission, Vision & Values Statements; the setting of business objectives; the creation of Customer and Employee Promises & Commitments; the creation of detailed future-state Customer Journeys for different channels and customer segments (by stages and phases); the creation of detailed future-state Employee Journeys for different roles and functions; and the identification of gap-closing initiatives to bridge the gaps between existing and future-state customer and employee experiences.

These PDFs describe our support solutions in more detail:

Cultural
Mission & Vision Workshops
Values Workshops

Objectives
Objective Setting Workshops

Promises and Commitments
Customer Promises & Commitments Workshops
Employee Promises & Commitments Workshops

Journey Mapping – Phase 2 – Design
Future State Customer Journey Mapping Workshops
Future State Employee Journey Mapping Workshops

Initiatives
Customer Initiative Workshops
Employee Initiative Workshops