When CX Should Begin with Tweaks, Not Disruption
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In the race to provide the best customer experience (CX), many companies believe they must make a disruptive change. However, when trying to improve your CX, big-budget disruptive projects are not always necessary. Many companies have opted for smaller changes, which collectively can add up to big improvements.
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When CX Should Begin with Tweaks, Not Disruption
- 1. August 2017 When CX Should Begin with Tweaks, Not Disruption Paul Ignasinski Senior Director, Customer Experience Strategy and Transformation
- 2. CX Needs Transformation It is no secret that customer experience (CX) needs transformation Most companies favor disruptive means to drive organizational change In the case of CX, however, there is an easier approach to drive transformation
- 3. Tweaks Work Well for CX An incremental and iterative approach is needed for CX improvements Organizations should create a culture of continually tweaking the CX Numerous small tweaks can roll up to create significant value
- 4. Look for Opportunities to Tweak Companies can use a two-step mapping process to identify low-cost opportunities to improve their CX: Map the customer’s journey in detail: Evaluate it to explore what it is today and discover what it needs to be tomorrow Map your own capabilities: Map those opportunities to find which ones you can grasp quickly depending on your organization’s existing capabilities
- 5. Map the Customer Journey Segment your customer journey into the micro-steps that make them up Look for ways to improve each step the customer takes by making things easier, faster, and pleasant Identify CX opportunities that don’t significantly disrupt your company
- 6. Map Your Own Capabilities Identify the key capabilities that come naturally to your organization Match the opportunities that you’ve identified to your capabilities Implement minor yet focused CX improvements to make a big impact
- 7. Deliver an Excellent CX Investing in small tweaks can yield impressive ROIs Deal with internal barriers quickly when implementing a culture of tweaks Start small but ensure that your tweaks have the biggest possible impact
- 8. Copyright © 2017 Tata Consultancy Services Limited Contact a Consultant Download the Article When CX Should Begin with Tweaks, Not Disruption