Introduction

D & D o f C X S T R A T E G Y B R A N D P R O MIS E D E S IG N C U S T D A T A / JO U R N E Y E MP L O YE E E N GA GE ME A S U R E S A N D C I

About us

20 years of experience, within the Customer Experience world across the Retail, Telecoms, Media, Entertainment, IT and Financial Services Industries. We have developed the skill and expertise to offer a diverse offering around the ever changing landscape of CX within Africa.

We provide affordable, innovative, customized services and products for your business. Consider us a lifetime partner that is an extension of your team that is available “on demand“

Our methodologies have proven to be successful within Customer Experience (incl Research, Strategy, Design and Implementation). We have the depth of experience, the flexibility across industries and Africa.

We keep abreast of customer experience developments and network and contribute to the thought leadership forums across the CX landscape.

We will help upskill and coach your team to be CX Champions of the highest degree and in line with global standards.

We build a picture of the customer experience using an evidence based approach of data collection, mystery shopping, market research, customer journey mapping and the user experience analysis underpinned by employee excellence.

What makes us different

Understand the South African consumer across the industry landscape.

Customised approach, where we start with a health check that leads to 4 different roadmaps dependant on your current internal barriers

Upskill your team through the process of working with us.

Free coaching and mentoring

CXPA certification support through training.

B2B, B2C. B2B2C – industries and business models

Technology that supports CX in the workplace.

Innovation at your door step: Augmented Reality, Virtual Reality and Extended/ Mixed Reality developers

Determine your technical requirement for vendor selection

Why us?

Strategic Operational

• Constantly identifying current and emerging best practices.

• Understanding your customer• Audits against loyalty driver

performances, trends and true customer value for mystery shopping

• Omni-channel design and digital transformation

• Loyalty program design• Journey design towards a customer

centric culture and process re-engineering

• Change management • Communications strategies • End to end design and set-up

customer experience measures

• The management and transformation of the organisation customer centricity. (contact centres, social media, complaints and online/e-commerce).

• Implementation of mystery shopping, and, voice of the customer programs

• Employee engagement programs.• Big data analytics and design

Level 1 certified

Member of the Professional Association

Certified Member

Pro-bono mentorship and developement

Credentials

Sponsor south African pre-primary students

Our Customers

The “NEW CEO”

Customers are the new decision makers, they are reshaping industries and changing how businesses service, compete and win. Success depends on

how well your listen and how fast you and your employees respond to your customers changing needs.

Customers don’t just compare you to like industries, they are comparing you to the landscape of experiences they are exposed to today. If you are a BANK your competitor is not necessarily in the same industry, it will be the retailers the customer shops at, the grocery store the customer buys from,

the online shopping partner he uses and the dealership he buys his car from.

The landscape is changing and customers are demanding better service, experiences and they will determine your reputation in the eyes of all other

consumers and potential customers.

Are you easy to do business with?

YES NO

Maybe????

Who is easy to do business with?

Why do customers leave?

Are you a business that puts CX at the center WHAT YOU DO?

Does your organization have a strategy?

Do you have a customer experience strategy?

Is there an agreed intended experience?

Does your strategy link to, and feed, the other strategies in your business?

Have you communicated it? How, when, where, consistently?

Is it understood by every employee? How will you know?

Do you have a definition of success for CX for the organization and customer (execution of the strategy)?

How will you demonstrate value – tangible and intangible?

Do you have a defined change management plan?

Understanding your customer need and aligning your purpose.

Creating the right perceptions

Experience vs Service

Misconception 1:

People call customer service when they have a problem!

So equating customer service to customer experience is like saying the safety net is part of the trapeze act.

The net is import to the act, but if the performer needs to use the net then something went wrong with the show

Experience is how your customer perceives their interactions with your company

Its not SOFT and FLUFFY

Misconception 2:

Of course you love your customers!!But loving them does not help you succeed, unless you do

something about it.

Like offering them products and experiences that meets their needs, making it easy to find, buy, and use the products and

services…..all this is critical aspects of CX

OFFERRING

Customer Experience Recipe

Research, Strategy and Transformation

Experience Consulting Design and delivery People and Culture Listen, Learn and Act

Customer Digital Strategy & transformation | Customer segmentation and value proposition | Customer-led innovation | New products & services |Business models and Frameworks

Digital design | Service design | Business design | User experience design (UX) | Customer experience design (CX) |Workflow & process redesign | Digital and operational implementation

Organizational culture change | Organizational design| Sales to service culture design | Customer-centric audits and transformation | Employee engagement programs (digital) | Employee experience design | Customized training developement

Data Analytics | Voice of customer and Employee (VoC) | Mystery Shopping | Customer satisfaction (CSAT) | Customer experience management (CEM) | NPS | Customer effort | Closed loop feedback

We help you move from BUMPER STICKER TO CUSTOMER OBSESSED

We help you move from BUMPER STICKER TO CUSTOMER OBSESSED

Designing cx strategies by first creating

relevance, knowing your

internal Ps and Ss and

then help you understand

your customers

Design solid strategies

with teams. We will assist

you throughout

the implementati

on journey

Our intention is to enable

your employees

and leaders to maintain the

roll out the CX Roadmap

We on board employees

and executives.

Communicate and measure

to the business and

its stakeholders

and the customer!

We help you move from BUMPER STICKER TO CUSTOMER OBSESSED

Framework of Services

“Bumper Sticker to Business Discipline” CUSTOMER DATA &

JOURNEY MAPPING• Understanding the

customer behavior build the ideal storyboard and research.

MEASURES and CIScoping and Designing the

measurement program with operational.

Mystery shop and audit your service

Continuous improvement.Designs of the CX

Scorecard

D & D of UR CX STRATEGY

• Design and Development of your CX strategy .

• Look at gaining an understand of the CX maturity of the executive team.

BRAND PROMISE DESIGN

• Value promise to the customer Internal processes to ensure alignment

• Encompasses the VISION and MISSION

Define the Customer Value Design the CX

Equip the People and Deliver

Consistently

Sustain and Enhance

Performance

Underpinned by….

EMPLOYEE ENGAGEMENT Assessments and observations. Workshops with your objectives. Recommendation reporting. Project plans and training frameworks

POWERFUL COMMUNICATION Internal and externalaudits and observations. Program designs with implementation of projects

CULTURE DRIVE & CHANGE MANAGEMENTAssessments and observations. Training and interventions, discovery and commitment programs

STRONG LEADERSHIPAwareness assessments, champions to be identified to live the values and encourage the drive towards to promise

The Fun Reality!!A modern way 0f training, communicating& delivering content to any audience

Augmented Reality

App driven• The growth in AR innovation provides beneficial tools that assist a wide

range of daily activities. • From supporting medical professionals with diagnosis and surgery to

filtering social media feeds. • AR melds the virtual and real world in a symphony of harmony,

enhancing our perception and altering what we feel, see, and hear.• AR provides an augmented version of reality where superimposed

computer-generated imagery overlays a user’s field of vision.• This live augmentation of the user’s perception provides an enhanced

environment where the physical world combines with virtual components. AR technology integrates graphics, sound, and haptic (touch) feedback into our real-world experience.

What we “The CX Group”

can do?Help you co-

create

The landscape of customer experience is a vast one. Within South Africa we have just touched the tip of the iceberg– we need to design and get a hang of the ingredients that make up a compelling customer experience.

We all know that the responsibility for the customer experience in the business rests on the entire organisation, however most people don’t understand what is required by them to improve or change the customer experience.

When considering customer experience strategy you must design keeping the operators, marketers, accountants, product, IT and HR in mind all of which has to be carried through the conduit of change management.

CX is not a project, it is a journey that has to be embedded through change management

OPs

Processes

Audits and Mystery

Shopping

Training

Marketing

Brand Promise

True Loyalty

Finance

Budgets

ROI

Product

Understand the influencers

Least effort and value

IT

Experience design

Consistency across channels

HR

Change management

Performance Management

Training

Culture

Executive TeamVALUES CULTURE

STEP 1KNOW YOURSELF

STEP 2KNOW YOUR SITUATION

STEP 3BUILD YOUR BATTLE

PLAN

Diagnostic Framework

Leadership assessmentPurpose & Planning

People & Perception

Culture & Communication

Performance & Accountability

CX Climate

Your Tangible Assets

Your Team’s Assets

Your Personal Assets

CX Assets

The next moveThe strategyYour brandPersonal game planTeam game planCX strengths

Diagnostic Framework

Purpose & Planning People & Perception

Culture & Communication Performance & Accountability

Purpose, Vision, Mission

Priorities & Initiatives

Decisioning

Innovation & Risk

Step 2: Know Your Situation:

CX Climate

Step 2: Know Your Situation:

CX Assets

Your Tangible Assets Your Personal Assets

Your Team’s Assets

Budget

Budget Authority

Insight

Experience

Team Size

Team Capabilities

Team Strengths

Role-out timeframe –Fully adaptable to your needs & deliverables

Service Standard Design

Know your Yourself

Know you Situation

Build your B attleplan

Toolkit

Toolkit

Training Program

Course Outline 1

Title Description Outline / Plan / Summary / Framework

Fundamental Principles and practices of CX

Ground ZERO

• What is customer experience?• Who is responsible for customer experience?• The core team and the extended team?• What are the fundamentals and how to get

them in place? • Your organisations maturity level.• CX + EX = HX • High-level battleplan and road map

Fundamental Principles and practices of CX – Ground ZERO

Course Outline 2

Laying the foundation-Your Vision , Promise and Roadmap

CX : Laying the foundation. Your Vision , Promise and Roadmap

• What is the ideal state for your business?• Defining excellent experience in your business,

what really matters.• Who are the key stakeholders to consider when

crafting your vision?• Buy-in, is it important and how to get it? Top

down, bottom up?• Your VISION proposal/blueprint: From vision to

culture to promise?• What’s your next steps? Your teams’ sales and

influence skills.• Aligning your VISION to the organisational

VISION, and the gap analysis• Story telling

Course Outline 3

The CX Culture Transformation or Alignment

The CX Culture Transformation or Alignment

• The people, your values, who’s in charge• Assessing the culture and naming it• Health check results and next steps • Employee journey mapping: Recruitment,

Job descriptions and Induction. Recruit to retain

• Tech to support• The story telling and innovation• Employee training, coaching, reward and

recognition and engagement

Course Outline 4

The CX Factory: LISTEN and MEASURE

The CX Factory: LISTEN and MEASUREWhat’s working and what needs to change.

• Listening to your customer• What is VOC and research/ • CLV, CS, Loyalty, NPS methodologies Is there

a difference - which number is relevant• Types of information gathering• Handling the loudest voices and sifting

through the true ROI priorities • Closing the internal GAPs for your customer

experience • Vendor management and outsourcing• Customer behaviour and insights

Course Outline 5

Laying the foundation-Your Vision , Promise and Roadmap

The CX Factory:DELIVER, PLAN AND DESIGN

What’s working and what needs to change.

• Journey mapping• Creating the cross functional team• Stakeholder management and

performance measures• Cross CHANNEL management• Digital transformation

Course Outline 6

Laying the foundation-Your Vision , Promise and Roadmap

The CX Factory: ACT AND MEASUREWhat’s working

and what needs to change.

Continuous improvementDigital and AICustomer Omnichannel experience Employee experienceCX Influencers

Course Outline 6

Laying the foundation-Your Vision , Promise and Roadmap

CX SMARTNESS: How not to endanger your CX VISION

• Innovation• CIC• Future fit planning• Employee engagement• CX investment relevant Storytelling • ROI Model for CX Transformation• Your Roadshow

We are obsessed about the customer, we also know that changing and/or enhancing your customer experience is a journey and not a one stop workshop.

Whether you would like for us to step in to help with parts of your journey or journey along with you we have the ability, drive and experience to do so.

The journey starts today!

For more information contact us

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