Customer Experience (CX) is a key part of developing long term relationships with clients in any industry, but it is especially important in retail where the merging of offline and online journeys has been accelerated by events in early 2020.
Our CX consulting team believe is continous improvement. We want to help you drive your CX agenda building on existing capabilities, KPIs or OKRs.
You may already have a comprehensive Voice of the Customer program in place and you are looking for an expert to ensure the customer voice sits at the heart of everything you do across CX Design, Capability Building, Culture Transformation, Digital Experience and more.
CX Project Scope of Work
A scope of work for one of our CX Consultants might include:
- Definition of what Customer Experience is for the business. Aligning the company around a holistic understanding of end-to-end CX.
- Generating strategic insights from listening to customers through ‘Voice of Customer (VOC) programs.
- Managing relationships with Experience Management Vendors (at all phases of the journey)
- Enable improvement to the overall customer journey by ensuring you listen and take action on a daily basis
- Identify and assess CX capability gaps, including Talent, Process and Technology required
- Ensure constant improvement of capability building through training
- Using our exclusive CX Typology Framework, generate insights and actions / improvement initiatives
- Lead development of the CX Community across the business through monthly forums and ongoing collaboration ideas