Customer Experience Design and Optimization

Does your organization have the capabilities in place to achieve its CX design and vision?

CX Capability Maturity & Future-State Visioning Workshops

ContactScope’s CX Capability and Future-State visioning workshops were designed to provide a thorough assessment of our client’s current CX capabilities as measured across six (6) key process areas that enable the companies to successfully execute their CX strategy. The key process areas include the following:

• Customer Centricity
• People Development
• Business Process Enablement
• Technology Enablement
• Performance Management & Metrics
• CX Strategy

The engagement is designed, like most ContactScope services to leverage client participation to the greatest extent possible and to achieve consensus among all stakeholders on the company’s current state CX capabilities.  Information for the CX Capability Modeling workshop is gathered through a series of direct observations, individual and group interviews, and other data gathering techniques to ensure that capabilities are accurately measured.

The second phase of the engagement includes a future-state capabilities workshop where stakeholders work together to define the specific business process, technology and other capabilities that must be obtained in order to deliver on the organization’s CX strategy.  Once consensus is obtained, a comparative analysis of the organization’s current CX maturity across the 6 key process areas and the future-state vision is used to identify and prioritize a detailed project list and roadmap to achieve the organization’s CX vision.

What is your CX strategy?

Customer Experience (CX) Design & Optimization

Both MCorpCX and Customer Results are entirely focused on helping clients define, develop, and implement Customer Experience strategies that drive positive brand experiences and customer loyalty.  Each has decades of experience in CX Design and implementation and have well-defined methodologies and expertise to deliver on customer expectations. Services provided include but are not limited to the following:

• Customer Experience Transformation – Designed to help companies deliver great customer experiences through 5 tracks
  • Customer Experience Research
  • Define Customer Experience Strategy
  • Customer Experience Design
  • CX Maturity Assessment
  • CX Implementation

• Customer Experience Capabilities – Designed to help companies develop the organizational structure needed to support and effective CX strategy
  • CX Knowledge Transfer (“Learn to Fish”)
  • CX Team Design and Implementation

• Brand Building – Assists companies in achieving alignment between their customer experience strategy and their brand

• Customer Experience Training and Education – Custom designed training and education services designed to help companies maintain their CX through hands-on, case-driven, and outcome-oriented training that include;
  • Workshops
  • Executive Coaching
  • Training and Certification
  • Public Speaking

• Quick-Wins – Stand-alone initiatives designed to help companies achieve CX insights and value
  • Customer Journey Mapping
  • Assess Employee Experience
  • Customer Segmentation
  • Voice-of-Customer (“VOC”) Program Design