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Your CX Route
By completing a good exploration and determining your destination, you have laid the foundation for determining your CX route. A route with which you focus your organization on the customer. On delivering 100% Customer Happiness. Sketching your CX route Based on our insights, we together sketch various routes that lead to our destination. Based on this, we make choices about what is really necessary and what will or will not work. I develop a phasing and activity plan with various decision moments that help you involve your stakeholders and respond to relevant issues and challenges. I will guide you in setting up a project organization that effectively supports you in your role as CX leader in this change. Getting on the same page Thinking along is the first step towards participating. How do you get everyone on the same page? There are like-minded people when the values (why should I participate in this?), strategy (how are we going to get there?) and goals (what do we achieve and what will I gain from my role?) are in line with each other. Your stakeholders will be more committed if they play an active role in your route to an organization that focuses on the customer. Invite them to think along, take their ideas seriously and give them a role in your approach. This does not mean that EVERYONE should have an equal share in your CX route, but a good mix of people who contribute to success with their knowledge, experience and mindset. Turn your CX route into a plan. Translate your chosen strategy into a plan with which you can focus the organization on the customer (your destination). A plan with clear goals, concrete milestones and activity planning with which you will implement your CX route. A plan in which the interventions that can be used in the different scenarios have also been designed. A plan that you share with your stakeholders and, better yet, shape together. This is how you create the conditions for success.
