Customer Experience Audit

Transcription

1 SOLUTION OVERVIEW Customer Experience Audit Understanding customer experience is vital Developed in partnership with Customer Experience Foundation

2 The Customer Experience Audit provides a fast, independent and actionable view from the worlds leading experts in Customer Experience Science It tests more than 150 elements of Customer Experience from the internal and external viewpoints. It provides 50 CEFA* dashboard items that can be added to your business model that show: How your overall experience is performing Analyses key metrics Provides SWOT (Strengths, Weakness, Opportunities and Threats) Provides actionable recommendations together with impacts Understand where your organisation works for your customers and where it doesn t Each exercise is delivered by Customer Experience Experts who also show you how to use the tools *CEFA - Customer Experience Foundation Accredited. These are the core metrics recognized by the Foundation SOLUTION OVERVIEW - Customer Experience Audit 2

3 CX (Customer Experience) is the difference between profit & loss CX is a Mission Critical issue but why is it so hard to manage? The challenge is that CX cuts across boundaries both internally and externally. This means there are new things to measure across all channels and departments. CX delivers new metrics that are vital because they brings together the single financial view of the customer relationship across all cost centers and channels. It is that single financial view that allows you manage cost and value of your customer relationships more effectively. CX is the next generation of Business Process Management and Re-engineering. It provides the framework to manage these impacts on every department of the organisation. The difference is that CX measures Experiences & Outcomes across all departments & processes. What is the difference? The difference is that all experiences and outcomes are measured as good or bad. They are cost effective and efficient or they are not. They either develop a relationship or set it back. An experience can increase Loyalty and Advocacy or not. Wether by IVR or other automation, or to an Agent in the Call Centre via Voice or Chat.the experience worked or it didn t, creating the outcome you wanted or not. CX builds on your existing metrics to provide a new level of understanding across the enterprise. It provides an overview of performance of relationships and a framework to manage change - increasing your ability to understand & manage the impact of changes to strategy and Customer Behaviour. SOLUTION OVERVIEW - Customer Experience Audit 3

4 It creates and provides a review structure The Audit provides a way of reviewing your customer experience programme using a simple to use set of Audit Tools developed by the Customer Experience Foundation. Each exercise is delivered by Customer Experience Experts who also show you how to use the tools. 50 separate review dashboards that can be added to your business model SOLUTION OVERVIEW - Customer Experience Audit 4

5 It compares your operations dashboards, perceptions and opinions......with your Customer s SOLUTION OVERVIEW - Customer Experience Audit 5

6 It maps key experience factors in Customer Journeys and Moments of Truth SOLUTION OVERVIEW - Customer Experience Audit 6

7 Factors that impact ROI and Customer Value SOLUTION OVERVIEW - Customer Experience Audit 7

8 Practical Recommendations Output The Audit shows the strengths and weaknesses of your existing Customer Experience and provides a list of potential priorities together with their possible impacts. Report Presentation meeting support Raw Data Recommendations Video Feedback Access to CEF experts This is actionable insight SOLUTION OVERVIEW - Customer Experience Audit 8

9 Delivered from the Cloud Managed digitally or directly via any platform, on any network, anywhere SOLUTION OVERVIEW - Customer Experience Audit 9

10 Delivered by the world s leading Customer Experience Practitioners Our Partnership with the Customer Experience Foundation means that we provide the best in breed practice in Customer Experience. The Customer Experience Foundation was the first Customer Experience Organisation in the world pioneering the Science of Customer Experience One of the most respected Customer Experience and Contact Strategy consulting businesses in the world A Centre of Excellence for the design of Customer Experience The creators of the best practice in customer experience in the world Customer Journey Mapping Omni Channel Design Voice of the Customer Customer Personas Use of verbatim Customer Experience Audit Customer Experience Designs Language & Emotion CEF clients World-wide 60 Banks (including 17 /25 Largest Banks) 9/25 Largest Retailers 10/10 Largest Telco & Mobile Operators 4/ 20 Largest organisations 3/10 Largest Logistics 3/5 Largest Insurers 4 Governments (Including UK) UK 3/10 most trusted brands 5/5 Biggest Banks 3/6 Biggest Utilities 8 Government Departments SOLUTION OVERVIEW - Customer Experience Audit 10

11 Customer Experience Service High Level Audit to establish view situation Other Customer Experience Services Detailed Customer Experience Mapping Mapping the relationships between People Processes & Technology, to the Customer Experience Outcomes, Business Goals and market conditions to build a complete picture of the Customer Experience and identifying the CX SWOT within an organization and their marketplace. Detailed mapping also compares competitors and consumer trends to underpin the Customer Experience Strategy. Establish an appropriate Customer Experience Design Project in Place A full range of Experience Design services provides global expertise covering every element of experience delivery from the technology to behavior. Customer Experience Dashboards A full range of Strategy services from Review through to Development Workshops and Execution as required. Customer Experience Model A CX Target Operating Model is at the heart of the management of Strategy and Delivery of Customer Experience. We provide a complete modelling service from Lab and Theoretical models to full working models. Customer Experience Strategy Provides key CX metrics within an organization delivering more dynamic insights to manage Customer Interactions based on a much clearer view of the customer relationship including elements such as Engagement, Trust, Lifetime Value, Effort & Risk. They connect your existing metrics across the silos and business process to provide a single view (including Social Media Activity) of the Customer Relationship. SOLUTION OVERVIEW - Customer Experience Audit 11

12 SOLUTION OVERVIEW Talk to our Experts - Contact us today to find out how we can help with your Customer Experience Audit. Call US: Call UK: [email protected] Web: Creative: 15_0117 Developed in partnership with SOLUTION Customer OVERVIEW Experience - Customer Foundation Experience Audit