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customer experience transformation moments that matter

Guidance for CX CENTRIC

Interact with the sections below to obtain information on the CX CENTRIC framework. If you would like to learn more please feel to ping us a message in the chat box. Or click here to sign up to our newsletter.

If you would like further information on how we can co create with you then please interact with us using the chat.

Getting Started

How you use the CXCENTRIC framework really depends on where your organisation is in its CX transformation journey. However if you are starting from scratch here are a few key actions you should take. And if you have already started, you can use this list as a benchmark.

 

  1. Obtain Senior management support
  2. Begin to develop a network of people interested in CX accross your organisation
  3. Identify inputs for your Experience Register. Assign owners for each input and begin to set a strategy to develop the quality of your inputs
  4. Define and Communicate your CX Strategy and Vision
  5. Set up Core Events (see events section for further details)
  6. Create Roles and Responsibility Matrix (see artifacts section for further details)
  7. Begin to populate the outputs (see outputs section for further details)

Outputs

CXCENTRIC defines nine key outputs:

 

  • Experience Strategy
  • Experience Register
  • Experience Shortlist
  • Journey Mapping
  • Roles and Responsibilities Matrix
  • Change Assessment and Planning
  • Experience Horizon
  • Engagement Plan
  • Business Case

Outputs are the core documents produced as part of the CXCENTRIC framework. They play a key role in helping to define a shared understanding of your Customer’s Experience. Although we specify a responsible author for each document, in reality they should never be completed in isolation. All outputs should be created collaboratively drawing from departments across the business to ensure a good level of representation and ownership. Because co-creation is essential we encourage holding interactive workshops with colleagues in order to get to the information required. Transparency is crucial in any Customer Experience Transformation.

Events

CXCENTRIC defines five key Events:

 

  • CX Prioritisation Workshop
  • Roadmap and Shortlist Planning
  • Experience Steering Board
  • CX Review and Retrospect Workshop
  • CX Company Wide Update

Outputs are the core documents produced as part of the CXCENTRIC framework. They play a key role in helping to define a shared understanding of your Customer’s Experience. Although we specify a responsible author for each document, in reality they should never be completed in isolation. All outputs should be created collaboratively drawing from departments across the business to ensure a good level of representation and ownership. Because co-creation is essential we encourage holding interactive workshops with colleagues in order to get to the information required. Transparency is crucial in any Customer Experience Transformation.

Roles

CXCENTRIC defines five key roles:

 

  • Experience Director
  • Experience Manager
  • Experience Coach
  • Experience Analyst
  • Culture Manager

More details will be provided in our next book set to be release in May 2020. Contact us if you would like to be kept up to date on this!

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