Consulting

I enjoy helping companies ensure that they have all of the basics in place to execute on a successful CX strategy through customized...

  • Readiness Assessment Services, to gauge the organization's readiness for a CX transformation and to build out a transformation roadmap:
    • Current state assessment (internal): Used to get a read on where the organization stands today on various foundational CX attributes and understand where the organization is currently lacking (or not) in terms of the elements required for a successful customer experience/culture transformation. 
    • Stakeholder interviews: 1:1 interviews with key stakeholders (eStaff, LOB leaders, international leaders, etc.) will provide important insights to the organization and its readiness to evolve.
    • Employee CX assessment: Used to assess what employees know and don't know about customers, the customer experience, and how they impact it or contribute to it.

  • Customer Understanding Services, because you cannot transform something you don't understand; once we understand the current state, we can then redesign to a future state:
    • VoC program assessment: Identify where your program stands today, what's on track, and where there are gaps. Used to create your VoC program roadmap.
    • VoC program design: Ranges from survey design through closing the loop and action planning
    • Journey mapping workshops: Facilitate journey mapping exercises and/or teach you and your teams how to journey map, validate maps with customers, and develop ideal future state maps.
    • Root cause analysis and action planning workshops: Facilitate analysis and action planning and/or teach you and your teams how to do these yourselves.
    • Similar services provided to facilitate understanding for employees and other constituents

  • CX Strategy Development, outlining the approach to your transformation journey for the next two to four years. This work includes a five-stage approach that takes approximately two years to implement from scratch:
    • Foundational and baseline assessment
    • Employee and customer (and other constituents) understanding
    • Future state design
    • Implementation and alignment
    • Monitor and reassessment

  • Coaching Services for those who are new to the CX role as well as for those who are veteran CX professionals needing a little help to refresh their efforts and initiatives or to ideate new approaches. The range of services includes:
    • Providing how-to advice to develop your CX vision and strategy, build your business case, and more; outlining best practices;
    • Guiding you through employee adoption of, and engagement in, your strategy;
    • Discussing upcoming technologies and trends;
    • and more - all the while teaching you to fish.