Framework for Customer Experience Measurement System PPT
This PPT slide, part of the 103-slide Complete Guide to Customer-centric Design (CCD) PowerPoint presentation, presents a framework for a Customer Experience (CE) measurement system, emphasizing the importance of placing customer journeys at the core of the evaluation process. It outlines a pyramid structure that begins with the top-level CE metric, which is directly linked to business outcomes. This metric serves as the foundation for understanding how well the organization is performing in terms of customer experience.
The next layer involves assessing the journey experience, focusing on the various touchpoints throughout the customer journey. This approach moves beyond merely tracking interactions to gaining insights into overall performance across these journeys. The slide highlights the necessity of regular and objective metrics that act as indicators for building each journey effectively.
Journey analytics and operational key performance indicators (KPIs) form the subsequent level, where data-driven insights are crucial. This layer emphasizes the need for detailed analysis to identify areas of improvement and operational efficiencies. Employee feedback plays a vital role here, as it allows organizations to gauge customer experiences and pinpoint operational enhancements.
At the base of the pyramid lies the organizational and cultural foundation, which is essential for supporting the entire measurement system. This foundation includes change management capabilities and fostering a customer-centric culture within the organization. The slide concludes with a reminder that capturing employee feedback is critical for identifying improvement opportunities, reinforcing the interconnectedness of these elements in creating a robust customer experience measurement system.
This slide is part of the Complete Guide to Customer-centric Design (CCD) PowerPoint presentation.
This presentation is created by ex-McKinsey, BCG, Deloitte, EY, & Capgemini consultants. It discusses emerging frameworks related to Customer-centric Design, e.g. Customer Journey, Human-centered Design, & Design-driven Culture.
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Customer Experience Change Management Customer Journey Key Performance Indicators Customer-centric Culture Customer-centric Design Analytics KPI Feedback
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