Value Creation: Impact of Customer Experience (CX) (PowerPoint PPT Slide Deck)

DESCRIPTION

With the evolving technology, leaders will have to keep evolving their Customer Experience (CX) approaches to secure additional avenues of revenue and to stay competitive in the market. To do this, they will need to develop Data Analytics capabilities to effectively utilize insights on customer preferences and provide them with the offerings of their choice. Digital Transformation initiatives fall short of securing their maximum value potential due to the leadership's focus on improving specific touchpoints instead of confronting the entire Customer Journey—spanning across several departments and channels.

To make their evolved CX sustainable and to become customer-centric, organizations need to clearly transform their ways of doing business, operations, and employee behaviors. This is not going to happen by concentrating entirely on the front-end CX and not improving the fundamental support processes.

This presentation provides a detailed overview of the 5-phase approach that organizations can utilize to enrich their CX and capture the highest potential value:

1. Understand What Customers Value
2. Simplify and Streamline Offering
3. Link Customer Value to Operational Drivers
4. Focus on Most Important Customer Journeys
5. Adopt Continuous Improvement (CI) Thinking

The slide deck also includes some slide templates for you to use in your own business presentations.

This comprehensive guide also delves into the critical relationship between Customer Satisfaction (CSAT) and Total Shareholder Return (TSR), providing compelling data to support the financial benefits of superior CX. It emphasizes the importance of mapping customer journeys across multiple touchpoints to identify and address pain points effectively. The PPT also highlights the necessity of rationalizing product and service offerings to enhance customer satisfaction and streamline operations. By adopting a systematic approach to continuous improvement and leveraging advanced analytics, organizations can achieve sustainable growth and a competitive edge in the market.

Got a question about the product? Email us at flevypro@flevy.com. If you cannot view the preview above this document description, go here to view the large preview instead.

Source: Best Practices in Customer Experience, Value Creation, Continuous Improvement, Customer-centric Organization PowerPoint Slides: Value Creation: Impact of Customer Experience (CX) PowerPoint (PPT) Presentation Slide Deck, LearnPPT Consulting