Using CX best practices & frameworks, a Qualtrics Approved CX Expert will conduct Program Design Workshop sessions to collaboratively design all of the elements of a successful CX Solution focused on creating organizational readiness and establishing processes to drive business actions. Following these sessions, our team will provide ongoing guidance to help finalize decisions in order to design all of the elements of a successful CX Solution.
The program design is targeted at closely mapping to business objectives and organizational structures
It will help educate your teams, engage executives and secure cross-functional input in the overall design of the program
Drive easier adoption and enable your teams to drive actions.
Our design workshop covers the following topics: Survey Design; Sampling; Closed Loop Process Design; Dashboards; Communications Planning & Governance .
Understand the CLIENT’s business context and program aspirations. Consultants will conduct stakeholder interviews to understand business, goals, metrics, success, risks, segmentation, reporting needs.
Prepare workshop materials such as best practice design frameworks, design templates and case studies or examples that are relevant to the CLIENT, where available.
Facilitate an onsite design workshop with key stakeholders to collaboratively work through program design elements and key design considerations.
The Consultant will document and share the workshop outcomes at the end of the workshop. We will make best-practice recommendations around the design of your solution and then review and refine it with you. Also, we will complete an Executive Brief, intended to secure buy-in and socialize program decisions.
Based on input from stakeholder interviews, design workshop and review of the executive brief, Consultants will create a final Program Design Specification document that details the design decisions that will be handed off to Implementation Team. The Consultant will conduct 3 follow-up sessions at 3 months, 6 months and 9 months following this hand-off, to ensure the program launched as planned and address any questions to help them overcome challenges and advance program maturity.
Closely map to business objectives and organizational structures, engage executives, and educate your team to drive actions and easier adoption.
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REPORTING & ANALYSIS
Receive insights for dashboard and future survey development without costing you time and personnel. Statistical, text and predictive analysis enhance actionability of these insights.
A framework of Five Core Competencies recommended for a successful CX Program: Culture & Leadership, CX Management System, Customer Intelligence, Connected Employees, & Continuous Innovation.
business impact of cx
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.