CX Strategy Development

Customer Experience Strategy (CXS)

Customer Experience Strategy (CXS) is an organisation-wide, customer focused, vision and plan which informs all customer related bodies of work.

It defines the organisation’s unique customer value proposition and the overarching customer journey(s) which include:

  • business models
  • products
  • pricing
  • services
  • systems
  • processes
  • technologies
  • organisational structure
  • human capital
  • KPIs & operational capability

 

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Lake Macquarie Case

Lake Macquarie City Council

Customer Experience Review

GreaterBank_sml-case

Greater Bank

Contact Centre Diagnostic Review

HCF-Castle-Hill-case

HCF

Contact Centre Review & Location Study

The resulting enterprise-wide Customer Experience Strategic Plan will typically include:

1. Qualitative customer insights,        pain points & gaps 

2. Current state journey maps

3. Personas

4. Quantitative insights, results and  recommendations

5. Organisational Capability Assessment 

6. Future state journey maps

7. Future state prototypes

8. Customer experience strategy  recommendations
  > Multi-Channel Recommendations
  > Customer Feedback Management Plan
  > Operations and Process Improvement Plan
  > Technology and Telecommunications Plan
  > Culture and Human Resource Management Plan
  > KPI and Reporting Plan

9. Implementation roadmap

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