Customer Experience Strategy & Design Thinking Toolkit (PowerPoint PPTX Slide Deck)

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BENEFITS OF THIS POWERPOINT DOCUMENT

1. Domont Consulting is trusted by 200,000+ executives, consultants and entrepreneurs from small & large organizations.
2. Includes 350 PowerPoint slides + 15 Excel sheets + 55 minutes of video training.
3. Includes frameworks, tools, templates, tutorials, real-life examples, best practices, and video training.

CUSTOMER EXPERIENCE PPT DESCRIPTION

This product (Customer Experience Strategy & Design Thinking Toolkit) is a 350-slide PPT PowerPoint presentation slide deck (PPTX) with a supplemental Zip archive file document, which you can download immediately upon purchase.

This Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants after 3,000+ hours of work. It includes all the Frameworks, Best Practices & Templates required to define a world-class Customer Experience Strategy and adopt a Design Thinking approach within your organization. By combining a robust customer experience strategy with a design thinking approach, Netflix was able to revolutionize the movie industry, and Airbnb doubled its revenue within a week.

The Toolkit includes: 350 PowerPoint slides + 15 Excel sheets + 55 minutes of video training.

This Toolkit includes frameworks, tools, templates, tutorials, real-life examples, best practices, and video training to help you:
• Define and implement a robust customer experience strategy: (1) Summary of the corporate & business strategy, (2) Current & target customer experience maturity levels, (3) Customer experience vision, mission & values, (4) Strategic objectives & KPIs to reach our vision, (5) Customer segments & customer journeys, (6) Initiative prioritization & business roadmap
Adopt and implement a Design Thinking approach within your organization using the 5 phases: (I) Empathize, (II) Define, (III) Ideate, (IV) Prototype, (V) Test
• (I) Gain an empathic understanding of your users: (1) Project canvas, (2) Stakeholder management, (3) Research plan, (4) Desktop research, (5) User interviews, (6) Focus groups, (7) Shadowing, (8) DILO, (9) Contextual inquiry, (10) Diary study, (11) Ethnographic research, (12) Emotional response cards, (13) Surveys, (14) Expert interviews, (15) Service safari
• (II) Define the key problem to solve: (1) Customer journey, (2) User personas, (3) Empathy map, (4) Five whys, (5) Five WH questions, (6) Affinity mapping, (7) Card sorting, (8) Landscape review, (9) Problem statement, (10) Value proposition
• (III) Generate a range of ideas to solve the problem: (1) Define success, (2) Ideation constraints, (3) "How might we" questions, (4) Ideation workshop, (5) Brainstorming, (6) Mind mapping, (7) Sketching, (8) Crazy 8s, (9) Design sprint, (10) NABC, (11) Idea evaluation
• (IV) Build prototypes for a range of our ideas: (1) Sketching, (2) Storyboarding, (3) Low-fidelity prototyping, (4) Co-creation workshops, (5) High-fidelity prototyping, (6) Role-playing, (7) Proof of concept, (8) Minimum viable product
• (V) Return to the users for feedback: (1) Testing sheet, (2) Heuristic evaluation, (3) Usability testing, (4) Accessibility testing, (5) A/B testing, (6) Eye tracking, (7) Heatmaps, (8) Performance testing, (9) Feedback capture grid
Build success stories such as Netflix who was able to revolutionize the movie industry, and Airbnb who was able to double its revenue within a week by combining a robust customer experience strategy with a design thinking approach

Source: Best Practices in Customer Experience, Service Design PowerPoint Slides: Customer Experience Strategy & Design Thinking Toolkit PowerPoint (PPTX) Presentation Slide Deck, Domont Consulting

CUSTOMER EXPERIENCE PPT SLIDES

Impact of Customer Experience on Business Performance Metrics

This PPT slide emphasizes the growing importance of customer experience in driving business success. It highlights that enhancing customer satisfaction, increasing sales conversions, and reducing service costs are key levers for improving overall performance. The slide presents 3 main metrics: a 10-20% improvement in customer satisfaction, a 10-15% boost in sales conversion rates, and a 20-50% reduction in costs to serve. These figures suggest that targeted efforts in customer experience can lead to significant operational and financial gains. The visual layout uses bold, green arrows and percentages to underscore the potential impact of these initiatives. The structure implies a cause-and-effect relationship: improving satisfaction and conversion rates directly contribute to lowering costs. For a potential buyer, this slide offers a compelling case for investing in customer experience strategies, showing that measurable improvements are achievable and can materially influence business outcomes. It also hints that these metrics are based on proven data, making the case for action more credible. The overall message is clear—focusing on customer experience is not just a feel-good initiative, but a strategic move with tangible benefits. This slide would be valuable for executives seeking to justify investments in customer-centric programs or to align teams around measurable goals that directly impact the bottom line.

Structured Customer Experience and Design Thinking Framework

This PPT slide presents a comprehensive overview of a customer experience strategy and design thinking toolkit, emphasizing its evolution over 2 decades through continuous refinement. The content is structured into 2 main sections. The first section, titled "Customer Experience Strategy," consolidates key strategic components such as the corporate and business strategy summary, customer experience maturity levels, vision, mission, and values, along with specific objectives and KPIs aimed at guiding the customer experience team and defining target segments and journeys. This section underscores the importance of aligning customer experience initiatives with broader corporate goals and establishing clear metrics for success.

The second section, "Design Thinking Process to implement our Initiatives," details a five-phase methodology—Empathize, Define, Ideate, Prototype, and Test. Each phase is broken down into specific objectives, activities, and tools. For example, the Empathize phase focuses on understanding users through activities like stakeholder management, research, and ethnographic research. The Define phase emphasizes framing the problem with activities such as creating customer journeys and empathy maps. Ideate involves generating ideas via brainstorming and sketching, while Prototype and Test phases focus on building prototypes, testing, and gathering feedback. The slide highlights the iterative nature of this process, with each step designed to refine solutions based on user insights.

Overall, the slide communicates that the toolkit is built on proven methods, refined over many years, and designed to systematically embed customer-centric thinking into strategic initiatives. It offers a structured, repeatable approach for organizations aiming to enhance customer experience through disciplined design thinking.