Customer Experience Management
CUSTOMER
RESEARCH
Voice of customer
Customer interviews
Front line experiences
Customer surveys
SHARE THE CUSTOMER'S STORY
Customer narrative
Customer journey map
Moments that matter
Expectations vs experience
IMAGINE A BETTER STORY
Customer experience vision
Opportunity road map
Break down barriers
Supercharge strengths
BUILD A BETTER STORY
Customer experience goals
Project charters
Process simplification
Prototype and testing
MEASURE
OUTCOMES
Quality measurements
Business impact
Employee satisfaction
Productivity
Digital Transformation
USER
RESEARCH
Customer research
Personas
User journeys
Expectation vs. Experience
TAKING
ACTION
Digital experience vision
Portfolio
Road map
Prototyping
STREAMLINE
UX/UI
Facilitated decision making
Paradigm breaking
User - driven design
Aligned with your brand
LEAD
THE CHANGE
Reason for the change
C-Suite commitment
Employee engagement
Enterprise involvement
Customer Service Excellence
REALITY
CHECK
The agent experience
Day in the life
Activity scope
Pain points
FOCUS
​
Prioritized services
Performance gaps
Root causes
Issue management
STRENGTHEN
CS FOUNDATION
Vision & mission
Culture & identity
Critical success factors
Motivating environment
GET
RESULTS
Performance expectations
Performance measurements
Productivity
Customer satisfaction