ICXS2019 - CUSTOMER JOURNEY MAPPING PROCESS

TYPICAL IMPLEMENTATION JOURNEY

This is the typical journey that an organisation will take to achieve the highest Service Excellence Level through implementation of the ICXS2019 standard. The actual implementation route taken will vary from organisation to organisation according to their current status and methods of customer experience and service excellence management.

customer experience journey map

MAJOR BENEFITS

consulting partner

IMPROVEMENT

Customer experience and service excellence improvements across delivery channels.

customer experience first

SATISFACTION

Improved customer experience, customer satisfaction and customer happiness.

customer experience research strategies

HAPPINESS

Improved employee happiness throughout the organisation.

partnership model

ENGAGEMENT

Improved employee engagement and focus on understanding the role employees play in delivering a continuously excellent customer experience.

partnership model

VOICE OF CUSTOMER

Voice of Customer (VOC) implementation and measurement assists in identifying improvements across the organisation and enhance the customer experience.

customer journey certification

VOICE OF EMPLOYEE

Voice of Employee (VOE) implementation and measurement assists in identifying improvements across the organisation and support employee engagement and happiness.

Software solutions

ASSESSMENT

Improved employee happiness throughout the organisation.

consulting partner

RECOGNITION

Provide organisations with a platform for delivering the highest levels of customer experience excellence and to be recognised as such.