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  1. 5 Ways- Implement a Winning Customer Experience Plan

  2. For a Customer XP strategist, having the right operating model is a necessity! The process is initiated by rooting the challenges, using deep skills and data- driven analytics to have a strategy, design-centric methods to find solutions, and applying frameworks for building winning customer experience journeys. Business Strategy Operational Implications Business Roll Design Technology

  3. 1- Aligning CX goals with business strategy When business strategies are viewed through the CX lens the organization can achieve- Better product/ service differentiation An edge over cost-leadership Improved brand-loyalty for customization

  4. 2- Designing a CX Architecture to execute the plan Here a CX manager is responsible for designing an approach to improve the brand proximity to the customers through- Use-case mapping/Customer journey mapping User adoption strategies Understanding customer ecosystem Discovering CX metrics Andoptimizingthe Customer journey

  5. 3- By Achieving operational excellence CX managers are operational masters aiding teams to- Focus on customer-values Make fine adjustments Streamline actions towards CX goals

  6. 4- Optimizing CX-tech The CX manager has to optimize the brand- message to all possible channels by- Digital Signage Virtual Service Machines Self-service shop/kiosks Customer-first APIs

  7. 5- Collecting actionable RoIs Another important function of the CX managers is to identify metrics for successful CX management and defining RoI. And the three popular ones stands for - Net Promoter Score (NPS) Customer Satisfaction (CSAT) Customer Effort Score (CES).

  8. Upskill in Transformational Customer Experience Management. The only advanced management program that provides skill to design and deliver a unique, seamless and futuristic ways to meet customer needs.

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