Where to Start with CX Planning
If you’re not certain where to begin when planning a customer experience strategy, it’s often best to start with a quick and methodical self-assesment. Here is a quick framework that will enable you to begin.
First, understand your baseline
To start, draw in a wide variety of stakeholders – from as many levels or departments as is reasonable. The more broad a team you build at this stage, the better information you’ll have to work from. Conduct a workshop with the goal of revealing the present condition of the customer experience from their perspectives.
Best practices include:
Connecting with associates from all customer-facing departments or divisions.
Ensure ideas don’t just come from the boss through organized activities.
Illuminate the discourse with any data or research you have, but be sure it is shared in advance so no one has “secret” information.
Shine a spotlight on how your client's experience really functions at present, not how you wish it would be.
Second, schedule a big conference room.
Get group together and lock-in for an entire day of work to discover where you miss the mark regarding your optimal experience and begin to make arrangements to improve. We think an entire day session held offsite in an imagination lab or think tank space is the best way to do this. It clears the head and gets people in more creative space.
We like a space with plenty of pen and paper, white boards, or whatever else helps get thoughts out of brains and shared with the group. Try to avoid teleconferences. This is best done face to face.
Here are some questions to go over:
Who are your customers?
What is the perfect experience for your customers?
Do some customers need a different experience?
Where do you need more information to affirm or investigate your ideas?
Third, Aggregate it all.
Assemble what your group has done to share it with the rest of your company. When the work sessions are finished, everything ought to be accumulated, orchestrated, and introduced back to stakeholders in a well-designed synopsis. This will be the guiding document for the most vital piece of the whole endeavor: executing a plan.