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In the Digital Age, the number of ways to reach and service our customers is proliferating. Likewise, customers' expectations are increasing and customers become more demanding. They now expect seamless, 24/7, omnichannel Customer Experiences. To best serve our customers, we need to understand them.
Thus, Customer-centric Design (CCD) is becoming increasingly critical to the success of any organization. CCD is the process of building our offering based on the wants, needs, and challenges of our customers.
This presentation covers foundational principles and popular frameworks in Customer-centric Design. It is broken down into 5 core sections:
1. Customer Experience (CX) Design – At the heart of CCD, is a well designed Customer Experience. In this section, we deconstruct a 3-phase approach to CX Design.
2. Customer Journey Frameworks – To design a proper CX, we need to map out all customer touchpoints on the Customer Journey. In this section, we cover several notable frameworks developed by management consultancies.
3. Human-centered Design (HCD) – Using principles of HCD, we put the customer at the center of every decision of our organization. This section teaches the 5 principles of HCD Transformation.
4. Service Design and Delivery – In this section, we discuss Service Design and how to achieve Customer Delight. Service Design is the bridge between Strategy and Customer Experience.
5. Design-driven Culture – Lastly, to truly effect change and adopt the principles of CCD, we need to affect our organization's culture. This final section explains the elements to master in order to adopt a Design-driven Culture.
By understanding and putting the concepts within this guide into practice, you will be well on your way to developing a true Customer-centric Organization.
This deck also includes slide templates for you to use in your own business presentations.
Got a question about the product? Email us at [email protected] or ask the author directly by using the "Ask the Author a Question" form. If you cannot view the preview above this document description, go here to view the large preview instead.
Source: Best Practices in Customer Experience PowerPoint Slides: Complete Guide to Customer-centric Design (CCD) PowerPoint (PPT) Presentation, LearnPPT
ABOUT THE AUTHOR: LEARNPPT
We are a team of management consultants trained by top tier global consulting firms (including McKinsey, BCG, Deloitte, EY, Capgemini) with a collective experience of several decades. We specialize in business frameworks based on real-life consulting engagements.
Utilize our consulting frameworks to apply structured thinking & analysis to address your business challenges, uncover strategic insights, and implement workable solutions. Our PowerPoint presentations follow traditional consulting slide design formats, starting with a clear slide headline. Easily customize and repurpose our slides for your own business presentations.
Beyond business frameworks & methodologies, we also offer PowerPoint templates and other business templates. Our templates are professionally designed and have been used in thousands of deliverables & work products across hundreds of clients.
LearnPPT has published 82 additional documents on Flevy.
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