3. Sale Training Programme
spread over 4 modules focused
on creating customer centric
culture. There are various
modules that cater to The
Freshers, The Experts and the
Superstars.
A programme to help
organisations/departments
find /define/redefine their
purpose and values.
A simplified programme
aimed at learning to
innovate using Design
Thinking technique
enchant2evangelize
CXP
03
01
04
02
CUSTOMER
EXPERIENCE
SALES
INNOVATION
CREATIVITY
Learning &
Development
Customer Experience Design
(CXP)
A highly engrossing
programme that helps you
create an effective client
experience and
Engagement model
Values @workplace
innovate2Lead
5. 01 02 03 04
Cxp Programme
Hi, I’m Prakrut Mehta and my purpose is to
help organisations reach peak performance
fast by helping them
• To stay Competitive
• Jumpstart a more creative culture and
• Keep moving in the right direction
• 18 years Industry experience
• PG Masters in Bsuiness Management
• Co-Foundner – Tricorex Ltd.
• CEO - AOS Studley India
• ED – Knight Frank India
What is CXP?
Examples &
Illustrations
The need for
understanding CXP
U n d e r s t a n d i n g
C l i e n t
E x p e r i e n c e
( C X P ) • What is our current
CXP level
• Anatomy Of A
Customer Journey
Map (CJM)
• Creating a Customer
Journey Map
• Putting Measures
and Values
M a p p i n g t h e
c u r r e n t C X P
• Essentials of a
good CXP
• Creating a CXP
model
C r e a t i n g a d e s i r ed
C X P f r a m e w o r k
Testing the new CXP
Improvement
Final implementation
I m p l e m e nt i n g t h e
n e w C X P
6.
7. The Process
Experience mapping is a strategic process of capturing and communicating complex customer
interactions. The activity of mapping builds knowledge and consensus across your organization,
and the map helps build seamless customer experiences.
Understanding Cxp
04
Active two way
interaction post
purchase
creates the
greatest
potential long
term value
Engagement
05
78% of clients
have decided
against buying
purely because
of poor service
Experience
06
Client loyalty is about
the way processes,
technologies and
interactions engage
individual with the
product/service
Loyalty
01
By pairing the
product with the
problem it solves
the role of sales
shifts from
merely selling to
generating
awareness
Need
02
Results in to
clients becoming
aware of your
products/service
s and understand
how it can help
them
Awareness
03 70% of buying
experiences are
based on how
clients feels they
are being treated
Interaction
01
02
03
04
Awareness
Need
05
06
CLIENT
EXPERIENCE
LIFECYCLE
Interaction
Experience
Engagement
Loyalty
8. The Process
Increasingly, customers choose products and services based on the quality of the experiences
they have with them. To prevent those experiences from breaking down, and to help
organizations navigate cross-channel complexity, you need a map.
Mapping The Current CXP
A brief session on setting the goals for
this phase, It involves the team coming
on the same platform and explanation
of glossary and terms that will be used.
Goals1
Understanding what is a Customer
Journey Map with examples.
Includes a quick session on creating
a generic map to familiarize the team
Anatomy Of A Journey map2 3
The teams get all past data and organise
it with the help of tools to create a
storyboard.
Tools To Be Used
4 Creating Client Persona
Once the storyboard is ready you can
start creating a client persona
understanding their needs and how
does your product benefit them
Programme
Highlights
02
Data Mapping/ Story Board
5 Setting Measures
Setting financials measures for
evaluating customer experience
Days
9. The Process
Everything we do is simple and effective – including the process of how we will work together.
These five steps keep everyone informed of where the training is at, and ensures that the
individual has mastered all the tools deemed necessary to overachieve in your workplace.
Creating a New CXP
Consider organizational goals for the
product or service at large, and specific
goals for a customer journey mapping
initiative.
Review Goals1
Review all relevant user research,
which includes both qualitative and
quantitative findings to provide
insights into the customer experience
Gather Research2
Brainstorm3
As a team, generate a list of the
customer touchpoints and the channels
on which those touchpoints occur today.
Then brainstorm additional touchpoints
and/or channels that can be
incorporated in the future journeys you
will be mapping. For example, the
touchpoint could be “pay a bill”, and the
channels associated with that
touchpoint could be “pay online”, “pay
via mail” or “pay in person”.
Taking Action7
Empathy maps are a depiction of the
various facets of a persona and his
or her experiences in a given
scenario. This exercise helps
organize observations, build a
deeper understanding of customers’
experiences, and draw out
surprising insights into what
customers need.
Empathy Map
This is a method to visually organize
ideas and find cohesion in the team’s
concepts. Affinity diagramming helps us
shift from casting a wide net in
exploring many possibilities, to gaining
focus on the right solutions for this
audience. All team members should put
their ideas generated in the lensed
brainstorming activity up on the wall.
Have someone sort the ideas into
categories and label them. As a group,
begin to consider where you might
combine, refine, and remove ideas to
form a cohesive vision of the future
customer experience.
The goal of lensed brainstorming is to
generate as many ideas as possible in a
short period of time. To gain focus as I
generate ideas I use “lenses”—words
representing key concepts, brand
attributes or mindsets that help us look
at a problem or scenario in a different
way. For this exercise I recommend that
the team agree on 3-5 lens words (for
example: accessible, social, comforting),
then set the clock for 2 minutes per lens
word. Each person individually writes
down as many ideas as they can think of
in that time. After 2 minutes switch to
the next lens word until all lens words
have been used as idea inspiration. This
ensures that every voice on the team is
heard and generates a huge inventory
of ideas.
4
Affinity Diagram6Lensed Brainstorm5
Refine & Digitize8
Once you arrive at a solid customer
journey map, you want to polish it,
leverage it in your work and share it
with colleagues across the organization.
It’s now time to put together all the
pieces: timeline, touch points,
channels, emotional highs and lows,
and all the wonderful new ideas the
team generated for how to improve the
future customer journey.
Programme
Highlights
02
Days Spread
over 15 Days
10. Timing: 30, 60,90 Days post session
Set up: A review session to discuss the challenges and wins post implementing the new CXP
Includes: Unlimited phone calls, emails. (send your correspondence, emails, proposals for
feedback.)
What takes place: Werun through the training highlights to understand where do we stand.
The team presents a 3-4 slide presentation on their experience and their plans to embed the
CX Journey map in to their every days bsuiness
The team also presents actual performance figures in realtion to the parameters set during the
Customer Journey Mapping exercise.
Implementing The New Cxp
FOLLOW ON SUPPORT
Implementing the new CXP
Programme
Highlights
02
Days Spread
over a Quarter
11. GET IN TOUCH
Customer Journey mapping is a tool companies use to help them see what their
customers truly want – the real moment’s of truth and the ways in which customers
go about achieving their needs.
We believe it is critical to understand customers’ experiences throughout the full
cycle of interactions. Customer journey mapping provides the intelligence that will
form the foundation of a company’s customer strategy.
By investing time in understanding the path a customer takes, the people and
functions they interact with along the way, and other enablers and obstacles to
doing business with, a journey map will provide a complete picture of the customer
experience.
While the customer journey map needs to be developed from the point of view of
the customer, it is equally important to understand how that experience aligns with
internal organizational structures, service delivery models, and metrics. To that end,
We strongly recommend that every journey mapping exercise also include
qualitative reviews of the internal perspective.
Prakrut Mehta
From The Desk Of
