Experience strategies differentiate brands
Customer experience transformation isn’t a destination—it’s a journey. And the first step of the journey is to understand where you stand today, and where you want to go.
Your experience strategy is your plan for bringing your CX vision to life by guiding your people, activities, and systems, and informing the prioritization and use of resources with your customers in mind.
Developing a vision and strategy for customer experience can be difficult—if you don’t know where to start. The good news is there’s a proven path to success, and we've defined it.
The three primary characteristics of winning experience strategies
1. Envision: Articulating the experiences you plan to deliver
Developing a shared understanding of the core customers you serve, and defining the kinds of experiences you wish to deliver to them based how you want them to feel after they interact with your organization.
2. Enable: Guiding your people, systems, and activities
Knowing the people you serve and how you want them to feel, enablement is about determining how your organization can consistently deliver on this. It defines how your people will behave, and how to embed it into your culture.
3. Manage: Informing the prioritization and use of resources
Every organization has a thousand things they should do, 100 things they need to do, and ten they must do without delay. This part of your strategy ensures you’re focused on the right things—and that you can prove why.
How we can help define and activate your Experience Strategy
Workshops
Defining Great CX
In these 1 or 2 day workshops, we typically work with executive leadership to build a straw model CX Vision, and a roadmap for enabling it.
STRATEGY CONSULTING
CX Strategy Development
A comprehensive approach to aligning strategy to brand, we define your CX Vision and help bring it to life across your organization.
RESEARCH
Audience Insights
We'll help you understand what employees and customers believe your experience vision is today, and how it does (or doesn't) help you stand out, and compete.
CHANGE Management
Education and Training
Our programs help bring your vision to life by helping your people understand and embrace what it means to them, and why they should care.
Case Study
Designing a Better B2B Experience with Experience Mapping
A global software leader reduces costs and achieves greater customer engagement by restructuring its upgrade process,
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Customer Centricity Drives Brand and Experience Strategies
Eliminating silos increases employee engagement, drives greater cross-sell and revenue, and boosts customer loyalty.
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Aligning Brand Strategy and Donor Experience to Drive Value
A CX-driven brand strategy boosts awareness and loyalty, and radically increases donations for a global non-profit .
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