CX Strategic Roadmap Program

Program 1:<br />
Foundational <br />
Program

Why

You need help prioritizing the many options for customer/employee experience and feedback initiatives. You require a clear understanding of the value and cost of each program type and which will be most effective in your organization.

We can help you understand your options and develop a strategic plan for rolling out research studies.
This Foundational program lays out a recommended and prioritized list of CX research studies based on internal key stakeholder workshops or discussions and targeted interviews with customers in your primary customer segments.

Key Benefits of a Customer Satisfaction Survey

Establish stakeholder and customer needs

Break organizational silos & increase cross-company & cross-division engagement

Put the foundational processes in place to be a more customer-centric organization

How We Create an Effective Website Intercept Survey Solution

Кey internal stakeholder in-depth interviews to produce insights and hypotheses that seve as the base for research objectives.

~15-20

Customer interviews across 3-4 customer segments that provide a customer perspective on relationships and interactions and help in identifying and closing gap

~15-20

Expert interviewer to conduct IDIs (~45 minutes for each IDI)

Yes

In-depth customized discussion guide based on Transcript for all group interviews

Yes

Roadmap deliverable that includes prioritization of recommended studies, benefits of each study and approximate cost and timeline to execute.

Yes

Timeline

6 to 8 weeks

Program 2:<br />
Competitive & Data driven <br />
Enhanced Program

Why

Not only do you need help prioritizing and pricing out the many options for customer/employee experience and feedback initiatives, you want to take a broad and robust look at all factors that could influence the roadmap for CX programs.

We’ll develop a strategic prioritization of CX research studies based on data and input from a variety of sources, both internal and external to your organization.

In addition to recommending a prioritized list of CX research studies based on internal stakeholder discussions, and customer interviews, this Competitive & Data-driven
Enhanced Program will integrate database analysis and conversations with other CX leaders in your space.

Key Benefits of a Customer Satisfaction Survey

Establish stakeholder and customer needs

Break organizational silos & increase cross-company & cross-division engagement

Put the foundational processes in place to be a more customer-centric organization

Inventory available data and existing knowledge

Align company objectives; define & establish a program to enable corporate benchmarks

How We Create an Effective Website Intercept Survey Solution

Key internal stakeholder in-depth interviews to produce insights and hypotheses that sever as the base for research objectives.

~15-20

Customer interviews across 3-4 customer segments that provide a customer perspective on relationships and interactions and help in identifying and closing gap

~15-20

Hours of database analysis and reporting to understand what the organization already knows to ensure net new benefits from future CX studies

~30

Interviews with key CX leaders at competitors/best-in-class companies to understand their CX programs, strategies, successes and outcomes.

3-5

Roadmap deliverable that includes prioritization of recommended studies, benefits of each study and approximate cost and timeline to execute.

Yes

Timeline

10 to 12 weeks

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Maruedr UK