Customer Experience Transformation

Let’s look at the key components of CX transformation by understanding the four areas within the business model where change must occur: 

• Vision: Changes in the vision of the company and strategy so as to be more customer-centric. 

When an organization aims to achieve CX transformation, the first step it must take is to devise a new vision statement that encompasses its new goals and objectives. A well-crafted vision statement will help everyone in the organization develop an understanding of the areas of focus and key strategies. 

• Workforce: Changes within the overall organizational structure to facilitate improved collaboration across departments to achieve common goals.

It is important that employees across functional departments work together toward the shared goal of customer-centric transformation. This change may require the assignment of new roles or teams.  

• Operations: Improved processes that are designed to encourage collaboration across functional groups. 

To support the new business model, new and improved working processes and standards must be set. These new processes should be clearly defined so as to enable employees and departments to effectively apply them.

• Technological: New technical infrastructure that facilitates cross-functional operations and CXM. 

It is integral to transform the organization’s current technology infrastructure to a new infrastructure that facilitates the CX transformation vision. Customer data structures should be evaluated to identify gaps between the current state and requirements.