Many organisations understand that CX improvements should focus on the ‘moments that matter’ to customers, the experiences that are valued most highly by customers. But there is often little structure and robustness in identifying what these important experiences are and how to improve them in ways that will create real value to customers. Until now.
Our customer experience (CX) transformation process is designed to reshape how businesses understand and engage with their customers. It focuses on understanding what drives customer choices using the Jobs To Be Done methodology, combining these insights with business objectives to create a CX Architecture that aligns with both customer needs and organisational goals. This approach provides a comprehensive roadmap for optimising current experiences and identifying new opportunities for value creation, ultimately leading to sustainable business growth.
Our process
1. Discovery
We uncover customer motivations using the Jobs To Be Done methodology, evaluate current customer experiences, and align insights with business objectives through stakeholder engagement. activity plays an important role in aligning your organisation on where it should invest effort.
2. Develop the CX architecture
Using insights from Discovery, we create a clear framework that sets the CX vision, principles, customer segments, an articulation of the future state experience, journey maps, and governance structure.
3. Plan your CX effort
We build a roadmap for optimising current experiences and highlight new opportunities to create additional customer value, guiding strategic decisions and resource allocation.
4. Run the experience incubator
We rapidly test and validate new initiatives using Lean Start-Up methods, ensuring experiences resonate with customers before scaling.
5. Deliver experiences
We launch validated experiences into the market, continuously monitoring and refining to maintain alignment with customer expectations and drive sustainable business growth.
FAQs
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