To create a customer-centric culture, it is critical that an organisation introduces and embeds some rigor and structure to manage the customer and employee experience. The deployment of a customer experience management framework not only enables this, it also creates an environment that encourages continuous improvement of the customer experience.
The reality of the experience delivered to customers and employees, the degree of advocacy and the extent to which it matches the intended experience designed
Measurement and governance
The measurement of an experience to determine the cause/effect of activities and improvements, and the governance structures in place to ensure consistent delivery across all touch points.
Purpose and strategy
The articulation of the role an organisation has in the life of its customers, and the application ofresources to purposefully achieve customer outcomes
The creation of ideal end-to-end journeys which consistently delivers the organisation’s purpose to customers