In the digital world, the voice of the customer is a real driver of success in an organization's reputation and results. The most successful organizations align their operations with customer needs through digital initiatives.
To deliver a successful customer experience, we help you define and implement innovative ways of working by assessing your customers' needs against your existing customer journey and powerful digital initiatives. Often existing initiatives are siloed and do not allow value streams, operations and capabilities to deliver their full potential.
Because the customer experience is unique to each organization, we customize five key steps with you and your environment to answer the key questions you have:
1. The mission What are the expectations and needs of our customers? How are we perceived in our external environment? Are our objectives known in our internal environment?
2. The situation: What are the customer journeys that meet our customers' expectations and needs? Are we addressing all of our customers' needs and expectations? What are our current capabilities and their maturity? What capabilities do we need to strengthen and develop? Do our digital initiatives fully address our situation?
3. Management: What customer journeys need to be reinvented? How can we strengthen and develop our capabilities? What is our objective and key results? What are the digital initiatives to be carried out? What is our implementation roadmap, priorities, sequencing and milestones? What is the total and unit investment in digital initiatives?
4. Execution: Who are the key players and their responsibilities? What is the implementation approach? What communication plan, internal and external? How to monitor implementation? How to manage changes in the internal and external environment of our organization?
5. Improvement: How do our customers perceive their experience? How can we make the most of our tangible benefits, both internally and externally? How can we maintain a continuous improvement process?
