Why you need a CX Strategy
A CX Strategy is a clear and tangible articulation of your future-state customer experience and the actions, capabilities, and management systems that will enable you to get there.
What are the key components of a CX Strategy?
Articulating your customer experience vision for the experience you’re striving to achieve.
The rules by which you will develop and deliver successful customer experience strategies.
The decisions you’ll make about where you’ll choose to focus your CX Strategy and how you’ll succeed in those areas.
Capabilities and management systems
The enabling capabilities and management systems that are required to enable you to deliver your CX Strategy.
The role of a CX Strategy
A CX Strategy ensures that your organisation is focussed on doing the right things, to make the most of the resources that you have, to make the greatest positive impact on the experiences of your customers.
- A CX Strategy ensures that your organisation is focused on doing the right things, making the most of your resources, to positively impact your customers' and employees’ experiences.
- A CX Strategy identifies, articulates and capitalises on positive customer experiences that are, or will be, your organisation's competitive advantage or key to success.
What is the value of a CX Strategy?
Greater customer loyalty and retentionIndustry-leading customer experiences and long term solutions that address customer churn.
Greater customer impactImpacting your customer outcomes, having a positive impact on their experience.
Increased customer advocacyCustomers promoting your organisation and the experiences you provide on your behalf.
Increased customer-centricityAlign your business goals with customers' needs to ensure you exceed customer expectations whilst growing a successful business.
Increased decision-making efficiencyGiving you the frameworks and structures to apply a customer lens to your decision-making, design, and development processes.