Implementation

ICXS2019 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.

MAJOR BENEFITS

IMPROVEMENT

Customer experience and service excellence improvements across delivery channels.

SATISFACTION

Improved customer experience, customer satisfaction and customer happiness.

HAPPINESS

Improved employee happiness throughout the organisation.

ENGAGEMENT

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

VOICE OF CUSTOMER

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

VOICE OF EMPLOYEE

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

ASSESSMENT

Online assessment reporting and benchmarking capability enhances focus on identifying best practice opportunities.

RECOGNITION

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