Customer Experience Strategy Design
Customer Experience (CX) Strategy defines the actionable plans to deliver a positive, meaningful experience across all customer interactions with the company, underpinning your CX vision.
Organisations that implement a clear CX strategy often see double-digit improvements in customer satisfaction and retention. A well-defined CX strategy enhances the customer journey and improves internal efficiency by enabling teams to prioritise high-impact initiatives and avoid low-value activities.
The Sinesis CX strategy design provides clear, data-driven recommendations across people, processes, and technology. It leverages both internal and external feedback to guide decision-making and can include the development of a tailored CX measurement model to track progress and drive continuous improvement.
CX Strategy Design process
Sinesis strategy design transforms customer and stakeholder insights into a growth-driven Customer Experience Strategy. We use a four-stage approach:
- Stage 1: Assess the Current Customer Experience
What experience are we currently delivering to our customers? Identify key strengths we can leverage, along with the pain points that need to be addressed. How does our Customer Experience compare to competitors are we setting the standard or just getting by?
- Stage 2: Define Customer and Business Requirements
Develop a clear understanding of customer needs, market expectations, and the competitive landscape now and in the future. Align these with internal business goals to shape a long-term vision. Identify the necessary capabilities across people, processes, and technology to support this “To-Be” future state.
- Stage 3: Gap Analysis and Opportunity Identification
Map the gap between today’s state and the desired future experience. Identify and prioritise development opportunities across people, processes, and technology based on potential impact and the effort/resources required. This ensures a strategic and focused transformation.
- Stage 4: Strategy & Operating Model Development
Create a comprehensive strategy and operating model that integrates people, processes, and technology to achieve the desired future state. Define clear steps to close the gap to the vision, supported by a practical roadmap. Include a performance measurement framework with defined KPIs to track progress and success over time.
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