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 and service excellence improvements across delivery channels.
Improved customer experience, customer satisfaction and customer happiness.
Improved employee happiness throughout the organisation.
Improved employee engagement and focus on understanding the role employees play in delivering a continuously excellent customer experience.
Voice of Customer (VOC) implementation and measurement assists in identifying improvements across the organisation and enhance the customer experience.
Voice of Employee (VOE) implementation and measurement assists in identifying improvements across the organisation and support employee engagement and happiness.
Online assessment reporting and benchmarking capability enhances focus on identifying best practice opportunities.
Provide organisations with a platform for delivering the highest levels of customer experience excellence and to be recognised as such.