CX Roadmap and Strategy Development
- The goal of CX Road Mapping is outlining and guiding you through a six stage consulting journey so that your organization can successfully adopt and implement the resulting CX Strategy.
- Our process establishes the foundation for a great CX strategy via a baseline CX assessment, after which we will help you design a CX Governance Structure and train employees and other stakeholders on that structure.
- Next, we work with you to establish employee and customer expectations for the customer experience and journey, and design the ideal Future State of your CX.
- Finally, we guide you in planning for Implementation and Alignment and deploy monitoring tools to help you assess and make necessary adjustments.
Voice of the Customer Programs
We work with you so that all stakeholders fully understand the current alignment of your customers’ needs and expectations versus the current customer experience, we then redesign to the desired future state.
VOC PROGRAM ASSESSMENT
We collaborate to identify of where your VOC program stands, what’s on track, and where there are gaps, then create a plan via the Voice of the Customer Program Roadmap.
VOC PROGRAM DESIGN
Capturing customer voice starts with identifying VoC opportunities in the customer journey, followed by design of surveys and other voice tools, and VoC program implementation.
VOC INTERNAL ADOPTION DESIGN
Designing a VoC program is half the battle. Next, we will help you determine the best path for communicating about CX programs internally to employees and other constituents.
Organizational Culture Assessment
Is your company ready for a CX program?
Great CX starts with readying an organization for the CX transformation. These assessment services gauge your organization’s readiness for a CX transformation, the results of which establish the basis for your transformation roadmap.
CURRENT STATE ASSESSMENT
Used to get a read on where the organization stands today on various foundational CX attributes and understand readiness for a successful customer experience transformation.
CX STAKEHOLDER INTERVIEWS
One-on-one (1:1) interviews with key stakeholders (eStaff, SBU leaders, international leaders, etc.) will provide important insights to the organization and its readiness to evolve.
EMPLOYEE CX ASSESSMENT
The Employee CX Assessment is used to assess what employees know and don’t know about customers, the customer experience, and how they impact it or contribute to it.
Why iLoyal CX?
Leveraging the industry’s best CX technologies and decades of customer research excellence, iLoyal offers dynamic solutions for every organization wanting to deliver a better customer experience.
CX Strategy & Design
iLoyal collects information to help you understand customer perspectives and provides the tools and approach to successfully engage customers and employees with your brand.
Customer Journey Mapping
iLoyal provides you with a clear guide to visualize the customer journey, improve customer-brand touchpoints, and manage how physical and digital operations are connected.
CX Metrics & Guidance
We monitor every touchpoint along the customer journey, helping you achieve higher conversion, improve customer retention, and prioritize actions with the greatest impact on customer outcomes.
