Designing Value-Added CX Solutions

How to Convert the Big Idea into a Executable Business Case

A Two-Day Seminar

Creating the Blueprint and the Business Case for Your Big CX Idea

Customer experience transformations have the potential to increase revenue, strengthen customer loyalty and expand market share.  Turning your great concept into a reality requires careful planning of the enabling technology and “To-Be” business processes.

This course is designed to help your business, operations and IT leaders convert big, strategic CX ideas into an actionable plan with a sustainable business case.

What You Will Learn

  • Evaluate the degree and types of change necessary to transform the customer experience
  • Define To-Be business processes
  • Identify enabling technology
  • Document and manage customer experience business requirements
  • Collaborate with users and developers to define technical and operational solutions
  • Perform cost-benefit analysis for a proposed solution

Seminar Outline

I. Process Redesign vs. Process Creation

  • Creating the to-be customer journey map
  • Defining the underlying business processes
  • Defining the underlying business technology
  • Determining the level of change needed
  • Improvements vs. clean sheet process design

II. Clarifying Business Requirements

  • Envisioning the future
  • Translating CX to user stories
  • Integrating CX tools into requirements package
  • Requirements tips and guidelines
  • Requirements prioritization
  • Requirements traceability to the customer experience
  • Requirements management and change management

III. Solution Definition and Design

  • Leading creativity
  • JAD sessions
  • Additional modeling techniques
  • Acceptance criteria
  • Identifying transformative solutions

IV. Building the Business Case

  • Articulating the burning platform
  • Desirability vs. Feasibility vs. Viability
  • Validating the idea with potential customers
  • Quantifying the business impact of the new CX
  • Gaining approval to implement

Who Should Attend

  • Service/product line leaders
  • Business Analysis managers
  • Brand managers
  • Information Technology leaders
  • Business Process owners
  • Senior leaders who own the customer relationship
  • Customer Service leaders and Customer Relationship managers
  • Members of a supply chain, IT or process transformation team

Act Now!  Enroll a team of key leaders today. Designing Value-Added Customer Experience Solutions is also available as a custom, onsite seminar or as a consulting service.