A Customer Experience Strategy and Roadmap
To get customer experience focus to really leverage your brand strength and customer loyalty, you will need to focus on a Customer Experience Strategy and Roadmap. This will enable you to invest in the right improvements that will really count.
Knowing what to improve, why and how takes four steps:
- The CXP Vision: What experience do you want to deliver to your customers? This TO BE experience defined in a clear and strategic CXP Vision is key because it details how you plan to differentiate the experience you deliver from your competitors, thus making customer experience your key competitive advantage.
- The AS IS Experience: What experience are you delivering to your customers today during their end-to-end lifecycle with you? A profound and structured understanding of this experience, the painpoints and moments of truth, is crucial to know where you stand versus the TO BE experience described in your CXP Vision.
- A gap analysis of your AS IS experience vs your TO BE experience
- A roadmap with improvement tactics and governance structure to close the gaps.