This is the sixth and final article in our series on the CX by Design process. It’s been ten months since we began our partnership with our client. We’ve gone through every step of our usual collaboration, from building a working relationship to prioritizing and addressing problems as they arise. Is it time for our clients to fly solo?
Not quite. The last phase of our partnership is all about preparing our clients to continue their CX growth. We think of this as our ‘Above and beyond’ phase – and it sets us apart from many other CX practitioners.
Looking to the future: Going above and beyond CX basics
By the end of Month 10 with our clients, we’ve accomplished quite a lot:
- Mapped processes and journeys.
- Defined improvement areas.
- Developed a shared definition of CX problems.
- Identified and closed immediate gaps.
- Created a map for CX growth and success.
- Set up feedback loops.
- Implemented the beginnings of a customer-first mindset throughout the organization.
- Set up a basic CX program.
At this point, some CX consulting companies would call it a ‘successful collaboration’ and move on to the next client. At CX by Design, this marks the beginning of our ‘Above and beyond’ phase, where we nurture our clients’ CX growth with continued support.
Why we go above and beyond
One of the things we pride ourselves on is being loyal to our clients. We stick with them, not until the job is finished, but until their CX program is sustainable and robust. This entails more than just setting up programs and procedures; we also spend a lot of time training employees to solve their organization’s CX challenges without our support.
We sometimes compare this part of the journey to a young adult who has graduated from high school or college but hasn’t found their first ‘real job’. They have theoretical knowledge, but they still need practical support. We stay with our clients during this transitional period so they can focus on growing their skills.
What looking to the future entails
During the previous 10 months, we’ve helped our clients build a strong foundation for their CX program. They’ve got the basics down; now it’s time to start planning for the future.
This starts with establishing CX differentiation. Businesses can use CX to emphasize the difference between their brand and their competitors; if they have multiple brands within their organization, they can fine-tune their approach to provide subtly tailored customer experience for each one of their brands.
We also continue evaluating internal processes and adjusting them towards ever-closer alignment with evolving CX goals. This also involved a certain amount of internal CX evangelism; working with other teams to understand the importance of CX is crucial to establishing a company-wide mindset.
Finally, we encourage our clients to keep looking for improvement opportunities. People and their needs are constantly growing and changing, so CX needs to constantly grow and change as well. Technology does the same, and it’s essential for these three ingredients to come together for effective CX. That’s why we encourage our clients to frequently re-evaluate their systems, processes, and goals with an eye to innovation and optimization.
Are you ready to embark on your CX growth journey?
Now that we’ve explored the CX by Design process, are you curious about leveling up your CX performance? Whether you’re in the planning stages of a new venture or looking to enhance your current CX capabilities, we’re here to help. Check out our CX consulting services page to learn more about what we offer, or contact us for a free consultation. We’re excited to help you along the path ro CX maturity!
