Evolving a CX Strategy is about viewing the big picture
CX comprises everything a customer touches, hears, or sees from your organization and the perception created. CX is a part of every step in your customer buying process, from finding a product or service and purchasing it, to evaluating its performance post-purchase. The overall customer journey influences buying decisions and loyalty, and this is the reason organizations have made CX a top priority.
When you need to quickly evolve the maturity of your CX strategy and delivery capability, the CX Maturity Model helps you identify the current position and creates a target state blueprint to accelerate the delivery of exceptional customer experiences.
Deliver compelling, sustainable and successful customer experiences
Whether your organization is seeking to create a CX approach, translate existing strategy into operational delivery, or validate current thinking, the CX Maturity Model provides a practical, strategic transformation planning approach that assesses your CX capability against a set of strategic and delivery-focused criteria – creating an action plan to help you define and deliver a CX strategy. Connect your CX strategic vision and reality by creating a ‘north star’ for your organization’s CX development in two days.
Activities include:
- 3 steps for creating a clear blueprint for change.
- Prioritized CX transformation roadmap.
- Next step action plan.
- Establishes broad stakeholder insight into CX
- capabilities.
- Actionable blueprint for CX projects & initiatives.
- Prioritized CX projects based on business outcomes.
The benefits include:
- Creates a sustainable approach to evolving customer centricity and a strong CX culture within your organization.
- Consensus across business functions.
- Creates detailed perspectives on strategic, design, and delivery capability.
- Fast track approach to CX transformation planning.
- Defines a target state for exceptional CX .
Why choose Kentino?
Proven accelerated methodologies
We have the expertise to help our clients articulate their strategic CX ambitions and to support them in delivering connected experiences, underpinned by the technology they need.
Delivery expertise
Over 1,000 dedicated CX experts around the world and over 8,000 people delivering bespoke outsourcing solutions.
Respected
We have 23 years as published experts and market citizens with 34 years of thought leadership transformation and innovation.
Deep customer understanding
The solutions we’ve deployed enable over 7 billion customer engagements each year and 10 years delivering contact center solutions as-a-service (CCaaS).
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