The automotive industry stands at the crossroads of innovation and transformation, fueled by technology, sustainability and evolving customer expectations. Most companies in this sector are...
Care about your end customers by listening to the real experience they are having today at every interaction, so that you can ascertain what they value and their frustrations.
Create a data-led understanding of the motivation and needs of your current and aspirational customers.
Assess how your systems, internal processes and the organisation’s culture are currently impacting your CX.
Engage your employees to discover further insights about your customers and how to best serve them.
Use market and customer insight to shape your CX vision.
Define what good CX means in the context of your organisation so that CX becomes the primary driver of competitive advantage.
Articulate a clear CX strategy that will deliver against your customer and is aligned with the wider business strategic objectives.
Agree key performance indicators against your business goals and different CX aims, that allows you to holistically measure success and create organisation wide alignment and focus.
Assess the wider transformation agenda, championing and prioritising customer value programmes.
Complete a gap analysis of where you are today against the desired CX future state across people, process and technology landscape.
Identify what is needed to enable the organisation to deliver the CX that customers want and exceeds their expectations.
Include customers throughout your product or project lifecycle to continuously test and learn and ensure outcomes are CX driven.
Put your customer at the centre of your design and delivery processes.
Design products and services that deliver initially against a minimum viable experience and can then be continuously iterated and enhanced through customer feedback.
Establish the operating model and governance that will allow you to effectively and consistently deliver against your customers’ expectations.
Assemble and empower mixed teams to collaboratively design the future experience from an outside – in perspective.
Formulate the desired employee experience that will be most conducive to driving excellent customer outcomes.
Establish an organisation-wide cultural standard that puts the customer first in all decisions.
Embed a customer-centric mindset, behaviours and frontline principles across your teams.
Empower your employees with the right authority, environment, tools and data to support, deliver and innovate for your customers.
Set objectives, governance, roles, tools, and reporting that will enable your people to be operationally equipped for delivering and measuring CX success.
Define and create personalised experiences that drive maximum customer engagement, and return on investment.
Build customer loyalty by making personalised and tailored moments that matter
Develop and architect the right systems and data to enable powerful personalisation
Assess and maximise return on investment by getting the balance between cost and benefit for your personalisation strategy and implementation
Embrace experimentation to adapt and drive true benefit by learning from your customers
Join Clarasys Associate Director Tom Carpenter and marketing expert Phil Boyden of Sojourn Solutions as they explore the complexities of the MarTech landscape, from automation platforms to AI, to...
