The objectives of the first step in the Customer Experience management are:
- Understanding what the current state of CX in the company is;
- Creating a bold vision of what the right CX should be;
- And mapping the path from one to another
To do that, you may need to take one or several individual steps:
- Assess your Customer Experience maturity
- Uncover customer insights
- Map the Customer Journey(s)
- Articulate your CX Strategy and Vision
- (Re)Design your customer experience
- Introduce Service Design thinking into the company
- Draw up a CX development Roadmap
