CX Framework – 6 disciplines you need to master to excel in Customer Experience

 

More and more companies are now realizing that Customer Experience is the new competitive battleground for businesses. They vow to be customer focused and look at solving pre existing blind spots. But to break out of the find-and-fix cycle and find ways to differentiate yourself as a company, you need to make the next step: managing from your customer’s perspective in a systematic, repeatable and disciplined way. To do that, you need to routinely perform the 6 disciplines from the CX Framework. This Framework is being used by the CXPA (Customer Experience Professional Organization) and also by CX Unraveled in our offer of Deepdive Masterclasses. In this blog, I break down these 6 competences in an easy to digest way: 

 

  1.     CX Strategy

‘Good experiences don’t happen by accident, they are created by design’

This is your north star, or game plan: here you describe the intended CX you want to deliver, and you make sure it is linked to your overall company strategy, brand values and customer needs. 

  1.     Customer Understanding

‘Know what your customers want most and your company does best’ 

Key input for all other disciplines is your 360” customer view: Understanding who your customers are, their wants, needs, and how they perceive interactions with your company.

  1.     Human Centered Design

‘Solve the right problem before you solve the problem right’

 Following a structured design process is needed any time a pain point is fixed or a value point is created. Key is to have this process human centered, collaborative, and iterative.

  1.     Customer Centric Organization

Key is to schedule your priorities, not to prioritize your schedule 

Here it’s all about getting things done, and making sure that you manage CX in a disciplined and proactive way. Break the silos and have shared priorities and accountability.

  1.     CX Metrics

If you can’t measure it, you can’t improve it

With the right metrics being put in your CX KPI framework, you can quantify your CX quality in a consistent manner, monitor your progress, and put CX at par with financial KPIs.

  1.     Customer Obsessed Culture
    Culture eats strategy for breakfast

This is your company DNA: shared values and behaviors of your staff needed to deliver great CX. This is what your employees do when you’re not in the room and is key in CX delivery.

 

More info per discipline can be found at the description section of our DeepDive Masterclasses. Additionally, in our upcoming blogs we will get back to some questions we often get on these disciplines. Questions such as: how are they related, where to start, is there a needed order in development, how mature are companies on the various elements and which topics are covered where?