The Holistic Customer Experience Toolkit includes a set of best-practice templates, step-by-step workplans, and maturity diagnostics for any Customer Experience related project. Please note the above partial preview is ONLY of the Self Assessment Excel Dashboard, referenced in steps 1 and 2 (see below for more details).
Through a 3-step process, this toolkit will guide you from idea to implementation. Please find a below a summary of the 3 steps.
STEP 1: Get your bearings
Start with the latest quick edition of the Holistic Customer Experience Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.
Organized in a data driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation.
STEP 2: Set concrete goals, tasks, dates and numbers you can track
Featuring 992 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Holistic Customer Experience improvements can be made.
The Self-Assessment Excel Dashboard; with the Holistic Customer Experience Self-Assessment and Scorecard you will develop a clear picture of which Holistic Customer Experience areas need attention, which requirements you should focus on and who will be responsible for them:
• Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
• Gives you a professional Dashboard to guide and perform a thorough Holistic Customer Experience Self-Assessment
• Is secure: Ensures offline data protection of your Self-Assessment results
• Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next
STEP 3: Implement, Track, follow up and revise strategy
The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage Holistic Customer Experience projects with the 62 implementation resources. There are 62 step-by-step Holistic Customer Experience Project Management Form Templates covering over 1500 Holistic Customer Experience project requirements and success criteria.
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Source: Best Practices in Customer Experience, User Experience, Customer Strategy Excel: Holistic Customer Experience - Implementation Toolkit Excel (XLSX) Spreadsheet, Gerard Blokdijk
Customer Experience ISO 9001 Digital Transformation Customer Decision Journey Human Resources Diversity Onboarding Quality Management & Assurance Employee Management Kaizen Performance Management Goal Setting Workshops Creativity Lean Game Benchmarking Objectives and Key Results Psychology Problem Solving Business Transformation Innovation Management Ideation
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