Originally published: 01/09/2021 08:54
Publication number: ELQ-93529-1
View all versions & Certificate
Publication number: ELQ-93529-1
View all versions & Certificate
Customer Experience (CX) Pyramid
This presentation provides a detailed overview of the Customer Experience (CX) Pyramid framework.
by FlevyBest Practice Frameworks & Tools (used by Fortune 100) - Strategy, OpEx, Digital, Change, ProcessFollow
customer experiencecustomer journeytalent managementoperationstechnologybusiness transformationcustomer strategy
Description
Most organizations aren’t ready to deliver great Customer Experiences (CX) across all channels. Many of them have invested heavily in conventional methods of doing business, backed by in person or over-the-phone CX. This has led to creation of siloed operational structures within companies, where each silo operates individually
With the advent of digital channels, these organizations set out to use and proffer their services via digital channels. They did this by creating discrete digital-product groups in their existing operational infrastructure. However, their siloed infrastructure falls short of meeting customers’ requirements in terms of seamless communication and interaction across all channels. The reason being:
* Customers’ utilization of multiple channels and touchpoints across Customer Journeys.
* Requirements of personalized services / products by the customers.
* Anticipation of impeccable coordination and communication by the customers no matter how they interact with the business.
This necessitates the businesses to not only provide great Customer Experiences at each channel, but also make the transitions across these channels simple to improve the overall CX. However, improving the overall Customer Experience isn’t that simple a feat, especially with silo-based operational infrastructures. Providing consistent amazing CX warrants:
* Creation of a robust operational ecosystem through Transformation of internal operations, to respond quickly to customers’ expectations.
* Meticulous design and delivery of Customer Experiences.
Most organizations understand the significance of Transforming their Customer Experience—however, they lack the direction and support required to realize this goal. Organizational leadership can make use of the Customer Experience (CX) Pyramid to guide their CX Transformation. This presentation provides a detailed overview of the CX Pyramid framework, which is quite effective in not only improving individual touchpoints but streamlining the entire Customer Journeys.
The CX Pyramid encompasses 4 Focus Areas that are crucial in a business to change in order to deliver top-quality digital Customer Experiences at scale:
1. Vision and Strategy
2. Talent Management
3. Operations
4. Technology
The slide deck also includes some slide templates for you to use in your own business presentations.
Most organizations aren’t ready to deliver great Customer Experiences (CX) across all channels. Many of them have invested heavily in conventional methods of doing business, backed by in person or over-the-phone CX. This has led to creation of siloed operational structures within companies, where each silo operates individually
With the advent of digital channels, these organizations set out to use and proffer their services via digital channels. They did this by creating discrete digital-product groups in their existing operational infrastructure. However, their siloed infrastructure falls short of meeting customers’ requirements in terms of seamless communication and interaction across all channels. The reason being:
* Customers’ utilization of multiple channels and touchpoints across Customer Journeys.
* Requirements of personalized services / products by the customers.
* Anticipation of impeccable coordination and communication by the customers no matter how they interact with the business.
This necessitates the businesses to not only provide great Customer Experiences at each channel, but also make the transitions across these channels simple to improve the overall CX. However, improving the overall Customer Experience isn’t that simple a feat, especially with silo-based operational infrastructures. Providing consistent amazing CX warrants:
* Creation of a robust operational ecosystem through Transformation of internal operations, to respond quickly to customers’ expectations.
* Meticulous design and delivery of Customer Experiences.
Most organizations understand the significance of Transforming their Customer Experience—however, they lack the direction and support required to realize this goal. Organizational leadership can make use of the Customer Experience (CX) Pyramid to guide their CX Transformation. This presentation provides a detailed overview of the CX Pyramid framework, which is quite effective in not only improving individual touchpoints but streamlining the entire Customer Journeys.
The CX Pyramid encompasses 4 Focus Areas that are crucial in a business to change in order to deliver top-quality digital Customer Experiences at scale:
1. Vision and Strategy
2. Talent Management
3. Operations
4. Technology
The slide deck also includes some slide templates for you to use in your own business presentations.
This Best Practice includes
1 PowerPoint presentation
