Support for selected project, phase, objective or outcome
Delivery of or support in delivering interim objective or outcome like roadmap definition or selected phase in customer journey re-design, designing feedback routines or setting up churn prevention mechanisms any many more similar objectives
Timeframe: several days/ weeks en bloc
Many organizations recognize the need to enhance customer experience to achieve growth or reduce costs but struggle to turn insights into action. They face challenges such as fragmented feedback, misaligned teams, and difficulties embedding a customer-first mindset. Diverse operations, IT limitations, and cultural resistance further complicate efforts.
In many cases, businesses require targeted support for specific projects, phases, or objectives to accelerate their CX transformation delivered in focused sprints over days or weeks.
This type of support is very targeted, is usually delivered within a few days or weeks en bloc. The need for support is smaller and the scope is “narrower” vs. the ongoing support or program and interim management services we offer.
Consulting Services Provided
We provide tailored support across the entire customer experience spectrum, offering expertise in both strategic planning and hands-on implementation, including:
CX Roadmap Definition
Developing clear, actionable roadmaps that outline strategic priorities, milestones, and success measures.
Challenging Existing Roadmaps
Similar to the definition of roadmaps, we also challenge existing ones with a view on prioritization, feasibility, enablers and other aspects.
CX Performance Measurement
Defining and tracking key metrics such as NPS, customer satisfaction, and churn rates to drive improvements.
Design of CX Measurement landscape
Defining of reviewing the measurements landscape for CX and related KPIs (operational, financial etc.).
Calculation of Loyalty Economics
Defining the way to calculate the value of promoter/ passive/ detractor customers; outlining use cases to leverage this calculation
Feedback System Implementation
Designing closed-loop feedback routines to capture, analyze, and act on customer insights. Tailored support would target specific parts of the routines e.g. Inner Loop.
Customer Journey Optimization
Setting up the re-design for success of key customer touchpoints to enhance satisfaction, reduce friction, and improve loyalty.
Churn Prevention Strategies
Designing initiatives to identify at-risk customers and proactively enhance retention. Kickstart execution of those.
Design, Prepare and Deliver Training and Mobilization
Designing training modules, train-the-trainer, deliver selected trainings.
Stakeholder Engagement & Alignment
Facilitating cross-functional collaboration to embed CX initiatives within the organization. This would include communications roadmaps.
Setup Technology support
Defining technology architecture for CX programs; preparing and support RfPs and selection processes; set-up implementation of systems for success
We support many more deliverables and project outcomes with this type of support. It could also include operating model definitions, incentive and bonus scheme setups etc.
Exemplary Outcomes Achieved
Clear roadmap for CX program incl. dependencies, resource requirements and watch-outs
CX measurement landscape incl. top-down and bottom-up; link to operational and financial KPIs
Standardized reporting or experience, operational and financial KPIs with customer-focus
Aligned understanding of value of promoter/ passive/ detractor customers and how to use this
Defined and aligned feedback routines (for certain perimeter of the company)
Design of new customer journey incl. setup of the re-design team for success
Incentive and bonus scheme based on NPS and other metrics; including implementation/ transition roadmap
Mechanism to reduce and prevent churn; clear campaigns for up- and cross-selling
Training plan and related modules; training sessions delivered and team equipped and mobilized
RfP documents for technology support; clear procedure for selection of vendors
Setup of tech implementation for success
Etc.
Get in touch with us today to discuss your specific situation, and together, we can craft a bespoke solution tailored to your needs and goals.
