Customer Experience Implementation
“The Ethos CEM Implementation Model enabled us to develop clearly defined customer experience journey maps for each persona, service and product. The ethos team guided us through the whole process resulting in substantial customer experience improvements.”
— Abu Dhabi Police
Using our CEM Implementation Model
|Define the Customer Experience Strategy||Defining the Customer Experience Value Proposition|
|Defining the Customer Experience Roles & Responsibilities||Defining the Service Delivery Channels|
|Defining the Customer Personas||Defining the Persona Psychology (Analysis of Needs, Values & priorities)|
|Lay the Foundation of Design||Design in accordance to current Experiences|
|Customer Experience design methodology||Design the Customer Experience|
|Design the user experience & digital Interaction|
|Develop and redevelop the Organisation policies||Develop and set the service interaction|
|Develop the touch points||Develop and redevelop the service processes|
|Employee Change management program||Partners and suppliers alignment|
|System Development||Customer experience performance measure|
|Development of a measurement Methodology and Voice of Customer capturing approach|
|Deployment of Policies||Deployment of Processes and procedures|
|Deployment of an organisation level change management Program||System and IT infrastructure deployment|
|Deployment of an overall implementation governance through Customer experience performance measure|
|Capturing voice of customer through multiple channels||Means of capturing insights|
|Customer experience live support|
|Voice of Customer Reporting and insights collection and analysis||Identification of priority customer driven actions and elements|
|Determine the owners of customer driven actions||Drill down for clarity and granularity|
|Pinpoint of the business Policy, processes and operations associated with the priority action terms||Develop and implement appropriate action plans|
|Alignment and linkage of improvement to strategic priorities and elements|
Our customer experience implementation model has “commitment” as its core surrounds.
Commitment from the top to bottom and bottom to the top is the principle foundation that our model is built upon.
Senior management needs to engage all employees in understanding the role of paying customer and the role everyone plays in delivering on the brand/organisation promise.
Commitment and engagement are the cornerstone of delivering excellence and a consistent and predictable customer experience.