CUSTOMER EXPERIENCE
COMPETENCY MODEL©
TAKE ACTION AND MAKE AN IMPACT THROUGH...
- Feedback analysis and management
- Dashboards
- Closing the loop process
- Timeliness
- Consistency
- Root cause analysis
UNDERSTAND, APPLY AND ASK THE RIGHT QUESTIONS ABOUT...
- Surveys
- Persona clusters
- Ethnographic studies
- Quantitative analysis
- Metrics and measurement- NPS, net effort score, driver analysis
- ROI models and data analytics
BE ABLE TO...
- Create a CX Vision and strategy
- Practice Mindful Leadership
- Align processes, technology, structure, people, and culture.
- Build governance and accountability
LEARN TO...
- Create customer focused culture
- Overcome resistance
- Achieve senior leadership buy-in
- Change behaviors
- Create a safe and open environment
- Apply appreciative inquiry to create ownership
BUILD VOC SYSTEMS THROUGH...
- Design thinking -open thought, iteration, prototyping, risk tolerance and intrapreneurship
- Journey mapping
- Empathy mapping
- Collaboration and inclusive practices
- Building scaffolds
LEARN TO CREATE COMMITMENT THROUGH...
- Job mastery
- Autonomy
- Purpose
- Exemplary learning experiences
- Meaningfulness
- Improved relationship capacity
- Mindful CX behaviors
- Understand Relevant Social Media Channels
- Manage digital reputation
- Interpret social media clutter
- Analyse Needs And Define Solutions
- Apply business acumen
- Build internal coalitions
- Implement change
- Innovate
- Build business case
- Use Influencing Skills
- Establish networks of support
- Apply interpersonal mastery
- Understand and Respect Differences
- Manage diversity
- Accomodate and adapt to cultural nuances
- Critical Thinking
- Build and apply emotional intelligence
- Listen to understand
- Self-awareness
- Increase Industry and Cross- industry Knowledge
- Understand best practices
- Define clear benchmarks
