Customer Experience Management Relevant KPI Identification

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Presentation transcript:

Customer Experience Management Relevant KPI Identification Identify KPIs for optimum customer experience delivery 2a 1 Custom Solutions Incorporate outside-in to generate holistic customer experience Heat Map Social Media Management Create targeted solutions to empower customer through always online and self-help aproaches 3a Identify relevant business processes to optimize customer experience Listen and engage with customers to understand their journeys, experiences, and expectations 2b Re-imagine customer journeys to understand customer expectations Business Process Mapping Customer Experience Measurement 3b 4 Evaluate as-is processes to identify bottlenecks Customer Journey Design Analyze the efficiency of new CX initiatives Process Maturity Assessment Big Data Digital Marketing Workplace Transformation Leverage voice of employee for efficient process transformation Leverage the power of digital to create Customer Experience ‘wow’ moments Enhance customer experiences through context-driven personalized products and services 6 5 Remodel rigid processes to ensure flexible customer experience delivery BPM Consulting