The objectives of the first step in the Customer Experience management are:

  1. Understanding what the current state of CX in the company is;
  2. Creating a bold vision of what the right CX should be;
  3. 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

Relevant cases