The objectives of the second step in the Customer Experience management are:
- Define the right projects
- Establish the right processes
- Introduce the right KPIs
To do that, you may need to take one or several individual steps:
- Conduct gap analysis to identify CX actions
- Listen to the Voice of the Customer
- Modify processes and systems
- Commit to Key Performance Indicators
- Align data and information architectures
- Review organisational structure
- Implement a Net Promoter System
