Before you start any CX transformation project, you need to have a clear vision of what you want to achieve and how you will measure your progress and impact. Your vision should be aligned with your brand purpose, values, and promise, and reflect the needs and expectations of your customers. Your goals should be specific, measurable, achievable, relevant, and time-bound (SMART), and linked to your key business outcomes, such as revenue, retention, or satisfaction. You should also communicate your vision and goals to all your stakeholders, including your employees, customers, and partners, and get their buy-in and feedback.
Planning and executing a CX transformation project starts with a clear vision and specific goals to guide the change. Evaluating the current state, identifying gaps, is crucial for understanding where to focus efforts. From there, we design an ideal future state, developing solutions to address those gaps and enhance the customer experience. Implementing and monitoring these solutions with continuous feedback loops is key, and finally, continuously evaluating and optimizing ensures strategic evolution and a positive impact on customer loyalty.
Based on my own experiences, I can surmise it as follows: * Assessment: Understand current CX, gather feedback, and identify pain points. * Strategy: Define clear goals, create a roadmap, and allocate resources. * Engagement: Involve stakeholders, communicate plans, and gain buy-in. * Implementation: Execute changes incrementally, monitor progress, and adjust strategies as needed. * Feedback Loop: Collect ongoing feedback, measure outcomes, and iterate for continuous improvement.
Planejar e executar um projeto de transformação da experiência do cliente exige uma abordagem estratégica e colaborativa. Primeiro, é fundamental mapear a jornada do cliente e identificar os principais pontos de contato e oportunidades de melhoria. Com base nisso, defina objetivos claros e mensuráveis, alinhados às expectativas do cliente e à visão da empresa. Envolva equipes multidisciplinares para garantir uma execução integrada e contínua. Por fim, adote tecnologias que suportem essa transformação e mantenha um ciclo constante de feedback e ajustes para otimizar resultados ao longo do tempo.
Para ejecutar un proyecto de transformación en la experiencia del cliente, primero defino una visión alineada con los objetivos del negocio y aseguro que los stakeholders comprendan el propósito. Luego, analizo el customer journey para identificar puntos de mejora, usando datos cuantitativos y cualitativos. Establezco metas claras y una hoja de ruta que priorice iniciativas de alto impacto. Durante la ejecución, organizo equipos multifuncionales, asigno recursos y aplico metodologías ágiles para adaptarnos a los cambios. Finalmente, mido el progreso con métricas de NPS y satisfacción, comunicando avances y aprendizajes para mantener el enfoque y motivación.
Importante ter objetivos claros quando se trata de projetos de CX. As empresas precisam entender que ter uma área de CX não significa apenas ter um time de atendimento e sim um cultura voltada ao consumidor e clientes no centro de suas ações. A alta liderança tem que engajar não somente o Board da empresa, mas sim ajudar na construção da Cultura de CX. Saber incluir as ações de jornada no Roadmap da empresa, com como envolver as áreas em todas as ações relacionadas ao cliente. Sem planejamento assertivo a implantação da cultura de CX ficará comprometida.
The next step is to understand your current state of CX and identify the gaps and opportunities for improvement. You can use various methods and tools to assess your CX, such as customer feedback surveys, interviews, focus groups, journey mapping, persona creation, service blueprints, touchpoint analysis, and competitive benchmarking. You should also analyze your internal processes, systems, capabilities, and culture that support or hinder your CX delivery. The goal is to gain a holistic and empathetic view of your customer journey, pain points, moments of truth, and drivers of satisfaction and loyalty.
Know where you are currently and where you want to be in the future. Highlight the opportunities for improvement and implement an achievable framework to yield result. Your CX transformation project must achieve goals like, understanding the pain points of the customers, assess their customer journey map, satisfaction drivers and so on.
Alguns dos grandes desafios na transformação do CX na empresa: diminuir os silos e engajar times diversos. Com experiência em projetos relevantes de transformação, acredito que é necessário criar plano de comunicação estratégico & geração de valor. Com a alta demanda de trabalho dos times no dia a dia, eles contribuirão mais com os projetos CX se perceberem valor e clara forma de contribuição. Na jornada da transformação do CX é necessário continuamente ouvir o cliente, utilizar os dados, montar plano de ação e monitoramento das entregas, acompanhar as mudanças do comportamento do consumidor e adaptar rapidamente as estratégias a essas mudanças.
Start by immersing yourself in your customers' shoes through empathy exercises. Map out their journey, identify pain points, and involve cross-functional teams for diverse perspectives. Set clear, measurable goals, experiment with innovative solutions, and continuously gather feedback for iterative improvements. Regularly analyze data and adjust your strategy based on evolving customer needs.
Gostei, Rita! Uma forma de fazer isso é através de um programa de Embaixadores de CX. No qual, são eleitos lideres e pessoas de outras áreas com a proposta de implementar projetos de melhoria de Experiência.
🔍 Evaluate where you stand and identify gaps. 1. Conduct thorough assessments of current customer interactions. 2. Identify pain points and areas needing improvement. 3. Benchmark against industry standards and competitors. Understanding your starting point is crucial for targeted CX enhancements.
Once you have a clear picture of your current state and gaps, you can start designing your future state and solutions that will enhance your CX. You should use a human-centered design approach that involves co-creating with your customers, employees, and partners, and testing your ideas and prototypes with them. You should also consider the feasibility, viability, and desirability of your solutions, and how they will fit into your existing or new systems, processes, and culture. You should prioritize your solutions based on their impact, urgency, and resources required, and create a roadmap for implementation.
Depois de um bom planejamento estratégico a preparação tática e operacional será fundamental para implantação do processo. A capacitação das pessoas envolvidas nessa fase vai garantir o sucesso do projeto. A Cultura de CX deve ser abordada em diversas frentes de trabalho na empresa, e se possível, todos os colaboradores da organização, devem conhecer sua área de CX, seus objetivos e se conectarem com o ecossistema.
Craft your future CX with innovative solutions. 1. Map out the ideal customer journey based on insights. 2. Design solutions to bridge gaps and enhance touchpoints. 3. Involve stakeholders in co-creating the future state. Designing forward-thinking solutions ensures a customer-centric future.
Pour accompagner cette phase, l'exercice des référentiels d'expérience peut être un très bon compagnon de route et un bon fédérateur des énergies internes par son effet concret et pratique. Se projeter sans s'accrocher à des détails pratiques peu être difficile pour les personnes, cet exercice demande un niveau d'abstraction parfois élevé qui n'est pas acquis chez toutes les personnes.
I see it integral to be "customer obsessed". Your design and new processes should mirror that. Ensure as well that you involve your employees as much as possible to get their "buy-in". One thing overlooked is the impact that your employees play as apart of that, especially that of your Frontline employees. Some.of the best suggestions.and areas for improvement are discovered from engaging them making them your biggest project/brand ambassadors
Based on your assessment, design the future state of your customer experience. This includes developing new processes, technologies, and organizational changes needed to achieve your vision. Engage stakeholders from different departments to ensure a holistic approach. Create a detailed roadmap that outlines the steps, timelines, and resources required for implementation.
The next step is to implement your solutions and monitor their performance and outcomes. You should use an agile and iterative approach that allows you to launch your solutions quickly, learn from feedback, and make adjustments as needed. You should also establish clear roles and responsibilities, governance structures, and change management plans to ensure a smooth and successful execution. You should track and measure your key metrics and indicators, such as customer satisfaction, loyalty, retention, advocacy, revenue, cost, and efficiency, and report on your results and achievements.
A etapa de feedback é crucial para aprimorar a transformação da experiência do cliente. Existem várias formas de monitorar os resultados, mas algumas das principais são: 1. Canais de Coleta: Estabeleça diversos canais para a coleta de feedback, como pesquisas de satisfação, avaliações online, interações nas redes sociais e feedback direto dos clientes. 2. Feedback Anônimo: Ofereça opções de feedback anônimo para encorajar clientes a expressarem opiniões honestas sem receios. 3. Análise de Dados: Utilize ferramentas analíticas para processar e compreender dados de feedback. 4. KPIs Relacionados ao Feedback: Estabeleça indicadores-chave de desempenho (KPIs) específicos para feedback.
Encore une fois, privilégier les approches itératives aux approches classiques chronologiques. Ce type de projet est "vivant et dynamique", il s'intégre par vagues de changements et par palier de consolidations et d'ancrages et non par cycles successifs d'actions simplement.
Bring your CX vision to life through implementation. 1. Deploy solutions with a phased and structured approach. 2. Monitor performance and customer feedback in real time. 3. Adjust strategies as needed for continuous improvement. Effective implementation and monitoring are key to realizing your CX transformation.
Begin the implementation of your designed solutions. This phase involves rolling out new processes, training employees, and deploying new technologies. It’s crucial to monitor the progress closely using both qualitative and quantitative metrics. Regularly check in with your team and gather feedback to ensure everything is on track.
The final step is to evaluate and optimize your solutions based on your data and insights. You should review your progress and impact against your goals and vision, and identify what worked well and what needs improvement. You should also celebrate your wins and recognize your team and stakeholders for their contributions. You should also look for new opportunities and challenges that may arise as your customers, markets, and technologies evolve, and plan for continuous improvement and innovation. CX transformation is not a one-time project, but an ongoing journey that requires constant learning and adaptation.
As transformações de CX não acontecem da noite para o dia. São diversos movimentos estratégicos, apoiados pela alta liderança, desde os alinhamentos de mindset de cultura centrada no cliente, de parceria de áreas que direta e indiretamente impactam os clientes, de ter colaboradores cientes dos seus papéis e formas de colaboração na melhoria contínua de CX, de se adaptar e adaptar rapidamente a jornada do cliente às inovações e mudanças do comportamento do consumidor.
After implementation, continuously evaluate the effectiveness of your solutions. Use customer feedback and performance data to measure the impact of the changes. Identify areas for further improvement and make necessary adjustments. This step ensures that your customer experience transformation remains dynamic and responsive to evolving customer needs.
CX é estratégia e neste sentido é preciso acompanhamento e análises recorrentes para captura das percepções ao longo dos processos e jornadas estabelecidas. Acompanhe, revise e considere monitoramento constante. Cultura de CX não se faz da noite para o dia.
Continuously refine your CX for excellence. 1. Use data analytics to measure the impact of changes. 2. Solicit ongoing customer feedback for iterative improvements. 3. Optimize solutions to meet evolving customer expectations. Regular evaluation and optimization ensure your CX remains dynamic and effective.
Evaluate and optimze your solutions against business goals...not CX goals. When evaluating and optimizing CX solutions, the primary goal is to drive increased business performance, typically measured in terms of enhanced revenue, reduced costs, and improved customer retention. A well-designed and customer-centric experience contributes directly to revenue growth by attracting and retaining customers. Additionally, optimized CX solutions often result in decreased operational costs through more efficient processes and improved customer satisfaction, leading to enhanced customer loyalty and long-term value.
While there are many great posts on how to successfully plan and execute a customer experience project, some basic things I've found to work well at a tactical level were: 1) Encouraging the team for quick response times (waiting 24-36 hours for a simple response x 100 replies adds up to a lot of time) 2) Share cell phone numbers to be on a texting basis for urgent matters (while most folks do not want calls on the weekend or late nights, if there is an urgent issue, it'll be faster for everyone to text message and be updated sooner than later) 3) Mindset of the customer: Continue to put yourself in the shoes of the customer (i.e. imagine they hired you, which can happen), then ask yourself how satisfied are you with the current progress
Stakeholder alignment and inclusion - While planning a CX transformation, it is crucial to also get a firm nod from tech and product teams. Their early involvement is key to seamless integration. It is also important to map out workflows with a focus on inclusion. By bringing our frontline employees into the initial discussions, we harness their direct customer insights. This not only enriches the transformation roadmap but ensures that the voices of those closest to our customers help steer our efforts. This collaborative and tech-forward approach not only accelerates implementation but also fosters a unified vision across all teams.
First, it's crucial to acknowledge the status quo of all touchpoints and understand their specific challenges and strengths. Mapping out these touchpoints, you can identify pain points and opportunities. Next, communicate a clear roadmap, ensuring it aligns with the overall goals of the organization along with their buy-in and alignment from all stakeholders is key; this involves engaging them in the vision, setting realistic milestones, and showing how their contributions are vital to the project's success which is a fact.
Transforming customer experience is crucial for staying competitive. Start by truly listening to your customers—understanding their needs and pain points. Encourage collaboration across teams; a united front enhances creativity and effectiveness. Use technology wisely to personalize interactions and gather real-time feedback. Embrace agility by implementing changes in phases, allowing room for adjustments based on what customers say. Most importantly, foster a culture of continuous improvement to keep evolving and delighting your customers.
Off to the races but don’t forget to check in. Is the experience you’re creating the experience your customers’ want? Create intentional touch points to gain more insights and feedback but also ensure you’re on target with customer expectations. Just like a relationship, they don’t typically work out if people want or are looking for expecting different things. Stay aligned and engaged with customers to keep a pulse on what they are wanting or feeling during their customer experience with you.