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5 Key Foundations For Building An Effective Customer Experience Program

This webinar was conducted by Gramener's, VP of Analytics, Amit Garg, discussed what are the principles of a good customer experience program are and why they are important.<br><br>Key takeaways:<br><br>-How to assess the level of CX maturity in your company<br>-Steps to creating a successful CX program<br>-Figure out what tools are needed to improve your talents<br><br>Watch the full webinar on: https://info.gramener.com/5-key-foundations-effective-cx-program<br><br>To know more about CX Analytics visit: https://gramener.com/customer-experience-analytics/

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5 Key Foundations For Building An Effective Customer Experience Program

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  1. 5 Key Foundations For Building an Effective CX Program Amit Garg February 23, 2021

  2. Guide Organizations must master 5 CX competencies to build a sustainable foundation for success Align X Enhance Define Enlighten

  3. 1 Guide Create, Steer and Sustain successful CX efforts Program Governance CX Roadmap CX Strategy Guide

  4. 2 Align Track and ensure efforts are focused towards the business objectives The CX Metric Delivery Value Planning Align

  5. Poll #1 • Which CX Metric have you used for measuring the CX in your company? • Net Promoter Score (NPS) • Customer Effort Score (CSAT) • Customer Effort Score (CES) • Proprietary Delight ‘Index’ • Anything else – blank space • Do you think measuring and monitoring the CX metric has been helpful to your CX initiatives? • Yes • No • Not sure • Anything else – blank space

  6. 3 Define Inculcate the right competencies, support and motivation Enablement Competency Building Communication Define

  7. 4 Enlighten Bring in Data and Analytics Culture and provide insights across the organization Knowledge Management Insights Discovery Data Culture Enlighten

  8. 5 Enhance Discover what’s working and what’s not, and drive improvements based on insights World-Class Benchmarks Experience Integration CX ROI Enhance

  9. Poll #2 • Do you measure the value (ROI) of your CX efforts? • Yes, we have a solid mechanism of doing it • Yes, however we are not sure if that’s how we should be measuring it • No, but I feel we should do it • No, I didn’t even know that could be done. CX outcomes are mainly intangible • Anything else – blank space

  10. CX Maturity Stages • Use World-class Benchmarks • CX ROI framework • Reward & Recognition Program • Define Quick Wins and Strategic Goals • Review/ Redesign Voice of the Customer Framework • Create and Review org’s Scorecards and Playbooks EXCEL • CX Maturity Assessment • Draft Customer Journey EMBED GO Aboard INVOLVE DISCOVER

  11. Thank You Gramener.com

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