Experience Strategy and Vision: Your Customer-Centric North Star
Transform your business with a brand-aligned experience strategy that brings your vision to life.
Setting the stage for customer and employee experience leadership
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
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.
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.
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.
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.
Designing a Better B2B Experience with Experience Mapping
A global software leader reduces costs and achieves greater customer engagement by restructuring its upgrade process,