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Crafting and implementing a Customer Experience transformati

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by

Chantel Botha

on 5 August 2017

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Transcript of Crafting and implementing a Customer Experience transformati

CRAFTING AND IMPLEMENTING
A CUSTOMER EXPERIENCE TRANSFORMATION STRATEGY

On the menu today ...
It is simple changes in a complex environment
It demands
collaboration
courage
commitment to staff and customers
integrating initiatives & decision making
shared goals and vision
agreed shared measurements

Why is this so hard?
What is Customer Experience?
The context - CX Eco System
The plan - CX Strategy
Driving value
Why is it so hard
What to do next
Download available from www.cxindaba.com
Download available from www.cxindaba.com
Download available from www.cxindaba.com
The business case for flawless experiences ...

Stay with you
Buy more
Tell their friends
Decrease cost to serve

Functional + Pleasant
Questions ?
hello@brandlove.co.za
Its doing hundreds of things right - not just one big thing!
Full transcript