Maximize your collective customer experience power
Every day, more large organizations are starting to move the mountain that is customer experience. However, as the impact of your customer experience team increases, new challenges arise:
- Journeys scatter across the teams in the organization
- There is overlap in journeys, and the mandate between teams is unclear
- Unclear CX metrics make it hard to measure impact
Effective customer experience management helps your organisation to tackle these challenges. Our 4-step approach enables you to direct your collective effort on what truly matters.
1. Create an overview
The first step of getting a grip on your Customer Experience is creating a structured overview of everything happening between you and your user. For this, we use our Customer Journey Ecosystem. Be careful; we have seen this visualized overview actually blow minds.
Read more about Customer Journeys here.
2. Unify digital collaboration
We know paper journeys are incredible. They allow you to empathize, collaborate, and discuss. They rock in workshops and presentations, but since they are not scalable, things get lost. That is why Koos collaborates with a curated selection of Customer Journey Mapping software providers. Working in a structured digital environment creates a single source of truth and prevents double work.
Our preferred partners
3. Measure real-time KPI’s
The final frontier. The cutting edge of customer experience management, where data science and customer experience merge. Our designers collaborate with analysts and custom software developers to deliver real-time insight into your CX performance, whether we need to plug into your existing data or build something brand new. Now you know which journeys you have, who is working on what, and how they perform. What more do you need?
Our preferred partners
4. Make it sticky
On paper, CX management can enable a truly customer-centric, data-driven, and accessible way of working for everyone in the organization. In practice, simply creating a dashboard won’t automatically unlock that potential. CX management dashboards won’t magically start using themselves. To embed them within organizations you need to carefully consider the customer perspective and understand how to make it actionable to guide your teams towards a more CX-mature way of working. These are the types of challenges we face daily as customer experience management experts, making us ideally positioned to help you out.
Interested in reading more about customer experience management? Check out our blogs for more details about our approach to customer experience management and which digital CXM platforms we recommend.
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