Who should apply to become a ACX Master?
Calling all potential Customer Experience Professionals and Masters. This premier WORKSHOP is designed for those seeking advanced professional skills in Customer Experience transformation, CX alignment, CX Transformation, Outside-In methods and CX innovation.
These are the Outside-In Advanced CX Methods and that Deliver!
i. Overview of the ACX Program
Background and discussion of the Accredited Customer Experience program, its usefulness for individuals and corporations, the underpinning framework, and methods of deployment.
Understanding the different types of customers and establishing a structure to categorize and prioritize them. The objective being to enable the corporation to align strategically and operationally to ‘real’ customer needs.
The need to understand the customer cannot be understated – without this everything may be built on sand.
iii. Outside-In Strategic Matrix - OISM (exercise 2)
“The Customer Experience is the process” (Steve Jobs) was an early clarion call for organizations shifting their focus towards customer-centricity.
The model to achieve this evolution is now codified and includes the OISM which frames the current (process) state against the future (customer experience).
iv. Successful Customer Outcome Canvas - SCOC (exercise 3)
Building a clear picture of customer needs to be measured and aimed at the triple crown (simultaneously lower costs, higher revenues, and improved service) is the objective of the canvas.
The SCOC helps to reveal customer needs even when the customer doesn’t know them!
v. CX Innovation - Transforming CX and Winning the Triple Crown
Innovation from the Outside-In produces incredible results. You will learn an approach which develops double digit Cost Reductions, Service Improvements and Revenue growth - simultaneously.
Walking through a structured technique the hidden gems of the customer experience emerge and can be balanced in either current or future states.
vi. CX Lifecycle - The ABACUS Framework - The How (exercise 4)
Systematically restructuring the Customer Experience to deliver Triple Crown benefits (without exception) produces remarkable results. The mechanism including the Customer Experience Lifecycle Management (CXLM) is part of that means to the end.
vii. Connecting the Dots - The Customer Performance Landscape - CPL (exercise 5)
Phrases like Disney’s ‘True North” talk to the connection of everything the enterprise (and its partners) goes through to a successful customer outcome. This can be articulated with the Customer Performance Landscape (CPL) showing business outcomes, customer outcomes, outputs, activities, interactions (external and Internal) with supporting rules, and digitization.
The exercise develops this model that provides the line of sight for everyone in the organization to both the strategic objectives and day to day operational activities that deliver them.
viii. CX Maturity - CX Lifecycle Management (exercise 6 & 7)
Processes and Customer experiences may be thought of as the ‘habits’ of an enterprise. There is also the ‘habitat’ the organization operates within and includes the culture, the rewards systems, the ability to change and innovate, the overarching philosophy, and so on.
CX Maturity modeling establishes the ‘where we are’ versus ‘where we need to be’ at the Habit (exercise 6) and Habitat (exercise 7) levels.
ix. CX Dashboard - Connecting the Dots - from the front line to the board room (exercise 8)
The customer-centric enterprise requires a measurement system that transcends old-style key performance indicators that tended to measure what was being done, rather than emphasizing the results and business outcomes that needed delivery.
The CX Dashboard operates from an individual level to the ‘corporate view’ capturing 100% of all activity in real-time.
Rather like flying a plane, the information presented in real-time allows immediate course correction for the complete enterprise.
Successful 21st-century organizations act quickly and decisively with all employees pulling in the same direction. Creating that framework is about rethinking and retooling the levers of power, and then focusing on those things which enable the most beneficial sustainable change.
The CX ABC framework highlights the elements requiring proactive management and attention.
xi. Developing tomorrows enterprise - Teams & Structures (exercise 10)
Outside-In enterprises create team structures and skill sets aligned with successful customer outcomes. Gone are the rigid industrial age pyramids to be replaced by agile innovative teams, operating across the entire customer lifecycle. What structures are proven?
The key to success is knowing how to migrate from the silo thinking functional specialisms quickly and seamlessly to a new operating model, that may indeed be unique to your industry.
xii. CX Launch Pad - Where to Start - North Star Alignment (exercise 11)
Aligning yourself and the organization to the North Star.
Nine fundamental questions that will Guide your thinking and practice at a day to day level to ensure your contribution is noticed and welcome and the organization systematically matures its Customer Experience Management approaches operationally and strategically.
xiii. CX Launch Pad - The CX Management Office (exercise 13)
The establishment of a CX Management Office enables the continued development, co-ordination and execution of Customer Experience Management thinking and practice on an Enterprise wide scale.
What are the stepping stones to implementing the CXMO?
Justifying the need, recruiting the people and advocates, rolling in all programs in the company that impact Successful Customer Outcomes, establishing the necessary frameworks and reporting mechanisms, and tracking early results and deliverables,
Developing a laser-like focus on Successful Outcomes
Introducing the SIX CX Competencies
Creating a Customer Experience Transformation Ecosystem
Migrating the company to a True North Alignment
“A CX Transformation Ecosystem…is the articulation of the distinctive value, experiences, processes and expectations your organisation provides to a chosen set of customers.
It is both strategic and operational and defines and aligns to Successful Customer Outcomes, along with the offerings, channels, operating model and capabilities you will need.”
xiv. Wrap-Up and Conclusion
The competent ACX Master will be able to:
IDENTIFY THE SPECIFIC CUSTOMER CATEGORIES AND ALIGN YOUR SERVICES, PRODUCTS, PROCESSES AND EXPERIENCES TO DELIVER SUCCESSFUL CUSTOMER OUTCOMES WITHOUT EXCEPTION
MAKE SURE YOUR COMPANY AND EVERYONE REPRESENTING YOU UNDERSTANDS AND CAN ARTICULATE THE TRANSFORMATION APPROACH
ENABLE THE COMPANY TO WIN THE TRIPLE CROWN CONSISTENTLY
STRUCTURE THE ORGANISATION TO FACILITATE THE EXPERIENCES AND PROCESSES YOU WISH TO OFFER CUSTOMERS
OFFLOAD CUSTOMERS (AS A PRIORITY) WHO MAY NOT SHARE YOUR VALUES - IF THEY CANNOT BE MIGRATED TO YOUR SERVICES AND PRODUCTS PROFITABLY
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