Customer Experience Strategy

Customer Experience Strategy

Differentiate yourself from your competitors by designing a market-leading CX Strategy.

Service Audit

Service Audit
Audit the service you currently provide to your customers

We conduct a full audit of the service you currently provide to your customers. From the buying experience (for your product or service), to fulfilment of the order, logistics, customer support, returns, complaints and retention, we assume the role of the customer and mystery shop every part of their experience. We will identify where the pain points are, where inefficiencies cause customer effort, erode the experience and increase the cost to serve.

We will assess the competitor landscape and tell you how they are positioned in relation to your service proposition and conduct research into how that translates into market share and share of wallet.

Service Audit
Your CX Aspirations

Your CX Aspirations
Market leading or market following? Obsessive or passive?

Knowing what your competitors are doing to increase their market share, places your organisation in a position to develop your CX proposition. Do you want to lead the market or follow market leaders? What does your service budget allow you to do?

How much value can we build from that budget? We will look at ways in which we can get the most out of your service budget to make your organisation as customer obsessive as possible…and place you on the path to become the service leaders in your market.

Your CX Aspirations
The Customer Journey

The Customer Journey
Every customer touch point mapped

Mapping your existing customer journey and its multiple touchpoints is key to understanding how we can align the transformation to your CX proposition. Organisations are now looking deeper than just making sure the contact centre service is a good experience. Every business unit in your organisation contributes to the need for customers to contact you.

The best customer experience is one in which the customer never needs to contact you for support. So, we must also look at the buying experience, how your product or service is fulfilled and the delivery process to understand the drivers of customer contact as well as the experience of customers who do contact you for help.

The Customer Journey
CX Design

CX Design
Innovative & lean

Creating a rich picture of how your customer’s experience works seamlessly across multiple touchpoints and channels of support, will define how customer-centric and omni-channel your organisation will be. Across the buying process, order fulfilment and delivery and customer support, we will create an integrated design, identify key enablers of that design (technology, process, people) and help your organisation visualise how it all works together.

‘Lean’ will be key to this design – we want to create innovation that leads the market, but this must embrace lean principles. Creating cost efficiency benefits throughout the design ensures C-level buy in to that design. We cannot create something new and innovative if it means significantly increasing the cost to serve.

CX Design
Tom & Conops

Tom & Conops
Organisational structure

Creating a robust Target Operating Model and Concept of Operations is important to take a lean CX Design and make it real from the perspective of how your organisation should deliver it. Organising how your business units work together, allows us to remove overlaps, overcome bottlenecks and streamline the interoperability of those business units to deliver on the CX Design.

We will work with you to define core functions, enabling services, cross-cutting services and which business units supply others. We will help you to define the hierarchy, where organisational leaders interact and how important components (like communication, reporting lines, governance etc) drive the cogs in the machine.

Tom & Conops
Creating The Change Program

Creating The Change Program
Delivery playbook

Once we have a clear picture of where you are and where you are going, (the as-is and the to-be), we will create a change program that will deliver that transformation. We have worked with experts in Program Management for many years, whose core competencies are grounded in creating robust program management methodologies. These methodologies will embed processes for making sure the transformation program drives empowerment and accountability. It will begin with structuring the program along with a defined program plan with individual projects and workstreams, all coordinated with defined dependencies.

The plan will then assign resources and responsibilities in a program RACI. Risks and Issues will be fully documented, and a governance model will ensure that all program issues are addressed in a timely manner that keeps the program on track. Steering groups and program board mechanisms will ensure that any decisions points are conducted on time and signed off and a robust communication plan will ensure that those decisions are adopted by everyone and people are accountable for their adoption.

Creating The Change Program

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