Operational & Governance Programs

An XM enhancement program led by a qualified CX expert who will deliver a Transformation Road Map. We identify XM potential for your organization and the path you need to achieve it. This expert-led maturity assessment is based on the Qualtrics XM Value Pyramid.  It forms an assessment of key practices, skills & perspectives that are required to successfully operationalize Experience Management in a company. Based on this assessment, the service provides recommendations on how to take your XM program to the next level.

Key Benefits

  • Embeds initial CX implementation to maximize the ROI of that program
     
  • Broadens your organization's perspective from standard touch-points to an integrated experience management approach
     
  • Develops a path toward greater Customer Centricity, highlighting the involvement required across the entire business
     
  • Articulates a vision and roadmap for the experience program as it grows in sophistication in coming years

Deliverables

INTRODUCE:

An initial one-hour introductory meeting will introduce the model and the assessment process to identify the Client's current state of CX integration.

 

DISCOVER:

To identify actions required to embed a CX framework, a Qualtrics Approved CX Expert will conduct up to 8 one-hour remote stakeholder interviews and review reports and data provided by the company to create the basis of the assessment

 

ASSESS:

All data collected will be collated into the model. Based on the level of maturity, the CX Expert will provide tailored recommendations for your programme around People, Metrics, Communications and Governance.

 

REPORT & RECOMMEND:

A full report of the assessment & recommendations will be provided to the client in PDF format.  A four-hour on-site workshop at CLIENT’S premises will present and discuss the findings & recommendations with client stakeholders. Additionaly, remote coaching at 1, 3 and 6 months post-implementation will help identify emerging barriers, actions to overcome challenges and to celebrate quick wins.

browse our other qualtrics packages:

Closely map to business objectives and organizational structures, engage executives, and educate your team to drive actions and easier adoption.

Advisory & DESIGN
Advisory & DESIGN

A framework of Five Core Competencies recommended for a successful CX Program: Culture & Leadership, CX Management System, Customer Intelligence, Connected Employees, & Continuous Innovation.

Implementation & Technical Support
Implementation & Technical Support

Improve your articulation of the rationale for investment of management commitment and financing, and enhance your positioning on where to focus that investment for future success in the market.

Operational & Governance Programs
Operational & Governance Programs

Receive full-spectrum executive training, focussed on team growth, understanding, and fully capturing the financial benefits of improved experiences for your staff and customers.

Education & Training
Education & Training