Deploying the Customer-Centric Organization

How to Execute and Sustain Your CX Transformation

A Two-Day Seminar

Enabling Holistic and Sustainable CX Solutions

By their nature, transformative solutions are complex and multi-dimensional. They occur at the nexus of marketing, technology, operations and corporate values. These solutions require a sophisticated approach to assure short-term project goals and to foster a culture of customer intimacy.

Deploying the Customer-Centric Organization is designed to help your operations and IT leaders implement the breakthrough CX solution and effect the culture change necessary for the technical solution to truly deliver return on investment for the customer and your organization.

What You Will Learn

  • Convert documented requirements into effectively deployed solutions
  • Assure operational, organizational and technology development efforts align with the intended customer experience
  • Capture customer/user feedback during deployment
  • Assess ability of organization to standardize on new processes, technology and culture
  • Measure the customer impact of new processes and technology
  • Understand the essentials of becoming a customer-focused organization

Seminar Outline

I. Customer Focus and Solution Development

  • Customer feedback during development
  • Building for a consistent experience
  • Customer validation

II. Transformation Planning

  • Overall implementation strategy
  • The transformation plan
  • Manage the solution implementation
  • Deployment and turnover

III. Organizational Readiness

  • Readiness assessment
  • Organizational change management
  • Operational implementation planning
  • Implementation and support
  • Planning for validation and sustainability

IV. Validating Customer Impact

  • Interviews and surveys
  • Experiencing the CX
  • Process performance alignment with CX
  • Responding to gaps in expectations

V. Cultural Transformation

  • Helping all staff understand their impact on customers, patients, members, citizens
  • Integrating CX into business processes
  • Focusing performance on customer metrics
  • Continuous improvement
  • Developing customer empathy and advocacy

Who Should Attend

  • Service and product line leaders
  • Information technology leaders
  • IT and process transformation team members
  • Leader of a strategic initiative to leverage new technology
  • Business analysts and business systems analysts
  • Project managers
  • Change management professionals

Act Now!  Enroll a team of key leaders today. Deploying the Customer-Centric Organization is also available as a custom, onsite seminar or as a consulting service.