Typical CX Implementation Journey
Below is an example of the typical journey an organisation will take to achieve the highest Service Excellence Level.
Your actual route will vary slightly as different organisations will need to act according to their current status and methods of customer experience or service excellence management.
The implementation process consists of 7 phases:
The Implementation Framework
Major Benefits
Improvement
Recognise customer experience and service excellence improvements across Digital Delivery Channels.
Satisfaction
Proof of unmatched customer satisfaction.
Happiness
See an invaluable rise in employee happiness throughout the organisation..
Engagement
Send your employee engagement through the roof and better their understanding of the role they play in delivering an unrivalled customer experience.
Voice of Customer
Identify areas for improvement across the organisation by the implementation and measurement of Voice of Customer (VOC).
Voice of Employee
Identify areas for improvement across the organisation to support employee engagement and happiness with Voice of Employee (VOE).
Assessment
Get a firm grasp of your progress and overall status with the help of our professional certification partners.
Recognition
Access to our platform supporting you in delivering the highest levels of customer experience excellence and to be recognised as such.
