Align and Define
Move your business and teams towards a more collaborative and customer-focused way of work.
You understand that meeting your customers’ expectations is essential to business growth, but…
Not sure where to start on your customer experience journey?
Not having a clearly defined CX purpose, plan and strategy and taking a haphazard approach to managing CX leads to a lack of consistency and poor experiences.
Do your teams have the support and resources they need to be more customer-centric?
The internal operations, capabilities, structure and processes of your organization directly impact the experiences your team delivers and their willingness to buy-in to CX oriented changes.
Are all of your teams running in different directions?
Competing goals among different teams creates silos, and impacts overall results. You have to know where you are to accurately map the path to where you want to go as a team!
Are you creating experiences from your employees’ and customers’ perspectives?
Perceptual alignment is key in developing an experience that works for your customers and employees alike. Their perception is reality.
Our Align & Define service will springboard your journey to better CX & EX.
There is no one size fits all when it comes to building a CX Strategy and culture and fostering the behaviour that achieves it. Our team will work with yours through engaging cross-functional workshops, using our proprietary CX Culture Framework model to help you define what CX means to your organization and develop your CX Culture framework, the ultimate springboard to your CX intervention & program.
- CX Definition (specific to your company)
- CX Culture Framework (CX Purpose, Promise, Principles & Practices)
- CX Strategic Springboard
We’ll evaluate your current CX performance through the eyes of your employees and customers. Through cross-functional deep dive workshops and stakeholder interviews with your teams, we’ll identify strengths, areas for improvement, and opportunities to enhance the customer experience. We’ll conduct customer research to close the gap between the experience you think you’re delivering and the one you actually are.
- Customer research analysis & baseline CX scores (NPS, CSAT, CES)
- Current State Assessment
- Customer Centricity Assessment
- Baseline Customer Centricity score and improvement action plan
There is no one size fits all when it comes to building a CX Strategy and culture and fostering the behaviour that achieves it.
We’ll evaluate your current CX performance through the eyes of your employees and customers.
How customer-driven are you? Do you walk-the-walk in the eyes of your employees?
Ready to get your business moving towards meeting and exceeding expectations? You’ll get:
Clarity, alignment & buy-in across the organization
Get your teams working towards the same goal with a strong foundation and a ‘North Star’. Your teams will have a newfound appreciation for each other’s role with better collaboration to deliver to each other, and to the customer.
A shift in culture: More customer-focused
Equipped team members that understand the importance of customer experiences and are part of designing the road map ahead, are the start of a bigger culture-shift.
A grasp of your business’ level of readiness to deliver on CX
Knowledge is power. You will have a clear pulse on where your business stands as it relates to customer and employee experiences.
How did it come to life for our clients?
After operating for several years with a focus on internal perspectives, the client recognized the importance of understanding and meeting their customers’ actual needs. They wanted to bring the truth to life; discover what customers actually need, and to learn how ready they are to deliver on them.
WHAT WE DID:
Developed a CX Culture Framework as the springboard for the strategy.
We brought over 55% of the entire employee base (6 lines of business and 9 teams) together to define what CX meant to the organization. This definition was brought to life with a supporting Purpose, Promise, Principles, and Behaviors - 150+ actions to kickstart the program.
A pulse check on the current state of the customers’ experience
We surveyed a sample of the customer base and developed a baseline of the current state of CX in the organization from the customer’s perspective.
Conducted a Customer Centricity Analysis and produced a baseline score
We reached out to every employee across the organization (over 300), to assess their level of CX maturity; how customer centric they are based on their employees perception.
THE DIFFERENCE IT MADE
The client is Empowering CX Ownership: Clear Strategy, Roadmap, and Impact Measurement
The client appointed a Head of CX to own the customer experience across the organization on the foundation of exco’s framework, strategy and roadmap. Teams are actively improving CX and collaborating to drive better customer experiences company wide.
The client is driving CX success with baseline metrics for the first time
Through team workshops and customer feedback analysis, we identified over 100 opportunities for evaluation. We highlighted those opportunities alongside their respective pain points, and that helped the client stand out in the market.
The client had a clear understanding of their level of CX Maturity supported by a roadmap to climb the ladder!
The client worked diligently towards improving their customer-centricity by implementing over 35 actions derived from exco’s analysis. The results, a 9-point increase from their assessment in the previous year, a testament at the dedication to keep the customer to the centre of the business.
The Food Hall team contracted exco before our launch to market in 2022 to help us to proactively and intentionally design the experience we wanted to deliver to our customers. Exco used their tools and methodologies, specifically Customer Journey Mapping and CX Strategy and Foundation framework models to set the foundation for CX-Driven growth for our new business. Exco's CX work and expertise helped us to take a structured approach to designing and managing our customer's experience in a differentiating and sustainable way. They are experts in their field and are very passionate about the work that they do. Exco were always very flexible in meeting our demands and delivered their scope on time.They take a hands-on approach and pushed our teams to make that mindset shift to customer-centric rather than process-centric. I strongly believe in their ability to accomplish their client's goals and purpose and I will happily recommend their services for anyone that is looking for a professional partner.
WOW! What a result. The project was more than I hoped for and it's great to see our internal and external research validating the customer centric approach and the opportunity we have available to us. Working with exco was brilliant. They have really brought our CX program to a new level and have given us an understanding of what we need to do going forward. They make hard work fun and ensure actions and promises are fulfilled. They are truly customer obsessed and know how to get a group of people all running in the same direction.
We first contracted exco to do experience design and were blown away by their tools and methodologies. They brought new expertise, and provided us with a structured approach to delivering and improving our customer experience for a specific journey. Their cross-functional team approach truly helped to get alignment and understanding of that journey across our business, enabling us to shift our mindsets away from being a process driven organization to a more customer centric one. Not only were they our partners, but they were also integrated part of the team. Based on the impact of our first engagement with exco, we continue to work with exco on other elements of their holistic CX program to drive sustainable customer experience improvements in Oriental Bank.
The exco team exhibits keen attention to detail, they follow through on initiatives started and ALWAYS think outside of the modus operandi. What stood out for me was the energy that the team brings - irrespective of the situation, they always brought so much positive energy to conversation and handle conversations and challenges really well. Thanks to exco, we have empowered our teams to no longer see CX as an abstract concept; they are able to visualise every strategic decision to reflect a positive outcome for our customers.
Beacon has always had CX programmes in the past and they worked out but we felt there was much more to be gained from them, for both the company and our customers. EXCO was engaged to help us put a robust structure in and build a foundation for a CX program that would function without daily oversight and was owned by the entire company and they were able to do just that!