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5 Key Foundations To Build An Effective CX Program
The document outlines five key foundations for building an effective customer experience (CX) program, emphasizing the need for organizations to master competencies related to alignment, enablement, data-driven insights, and continuous improvement. It discusses the importance of measuring CX through various metrics, understanding the ROI of CX efforts, and conducting maturity assessments. Overall, it serves as a guide for creating and sustaining successful CX initiatives.
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5 Key Foundations To Build An Effective CX Program
- 1. Gramener Customer Experience Series 5Key Foundations For Building an Effective CX Program Amit Garg February 23, 2021
- 2. Gramener Customer Experience Series 2 Guide Align Define Organizations mustmaster 5 CX competencies to build a sustainable foundation for success X Enlighten Enhance
- 3. Gramener Customer Experience Series 3 Guide CXStrategy CX Roadmap Program Governance Guide Create, Steer and Sustain successful CX efforts 1
- 4. Gramener Customer Experience Series 4 Align Delivery ValuePlanning The CX Metric Align Track and ensure efforts are focused towards the business objectives 2
- 5. Gramener Customer Experience Series 5 Poll#1 Which CX Metric have you used for measuring the CX in your company? • Net Promoter Score (NPS) • Customer Effort Score (CSAT) • Customer Effort Score (CES) • Proprietary Delight ‘Index’ • Anything else – blank space Do you think measuring and monitoring the CX metric has been helpful to your CX initiatives? • Yes • No • Not sure • Anything else – blank space
- 6. Gramener Customer Experience Series 6 Define Enablement Communication CompetencyBuilding Define Inculcate the right competencies, support and motivation 3
- 7. Gramener Customer Experience Series 7 DataCulture Insights Discovery Knowledge Management Enlighten Bring in Data and Analytics Culture and provide insights across the organization 4 Enlighten
- 8. Gramener Customer Experience Series 8 CXROI Experience Integration World-Class Benchmarks Enhance Discover what’s working and what’s not, and drive improvements based on insights 5 Enhance
- 9. Gramener Customer Experience Series 9 Poll#2 Do you measure the value (ROI) of your CX efforts? • Yes, we have a solid mechanism of doing it • Yes, however we are not sure if that’s how we should be measuring it • No, but I feel we should do it • No, I didn’t even know that could be done. CX outcomes are mainly intangible • Anything else – blank space
- 10. Gramener Customer Experience Series 10 CXMaturity Stages • CX Maturity Assessment • Draft Customer Journey • Review/ Redesign Voice of the Customer Framework • Create and Review org’s Scorecards and Playbooks • Define Quick Wins and Strategic Goals • Reward & Recognition Program • Use World-class Benchmarks • CX ROI framework DISCOVER INVOLVE GO Aboard EMBED EXCEL
- 11. Gramener Customer Experience Series ThankYou Gramener.com 11