CX Wheel

1. IV. ADVANCE

1.1. 10. Organization

1.1.1. Summary: Build a customer-centric organization

1.1.2. Organizational blueprint: Build a customer-obsessed company

1.1.3. DNA overhaul: Embed CX into your organizational culture

1.1.4. Captain at the helm: Identify your executive CX champion

1.1.5. Steering CX: Navigate CX governance models

1.1.6. Unifying beacon: Drive CX adoption across the organization

1.1.7. Shared duty: CX Is everyone's responsibility

1.1.8. Taming the tides: Manage CX resistance

1.1.9. Successful navigation: Avoiding CX transformation traps

1.2. 11. Employees

1.2.1. Summary: Engage and empower employees

1.2.2. Harmonizing the symphony: Everyone plays a part in CX

1.2.3. CX catalysts: Essential skills for employees

1.2.4. Institutionalizing CX: Ambassadors, communities, and excellence centers

1.2.5. Two faces of one coin: Bridging CX and EX

1.2.6. Unleashing employee creativity: The twin power of CX and EX

1.2.7. Celebrating CX wins: Fueling motivation and focus

1.2.8. Nurturing CX: Continuous care of culture

1.3. 12. Technology

1.3.1. Summary: Leverage technology in CX transformation

1.3.2. Future-proofing CX: The imperative of technology modernization

1.3.3. Technological prudence: Let CX needs drive your tech choices

1.3.4. Tool up: Essential tech arsenal for managing CX

1.3.5. Digital and AI transformation: Rewiring business operations for better CX

1.3.6. Unifying CX: Integrating CX tools

1.3.7. Data privacy and security: Key priorities in CX tech

1.3.8. Tech-empowered employees: Balancing technology and the human aspect in CX

2. III. ACT

2.1. 7.Solutions

2.1.1. Summary: Design solutions to enhance CX

2.1.2. From opportunities to solutions: Solution discovery

2.1.3. Ideate: Unleashing creativity

2.1.4. Prototype: Crafting best ideas

2.1.5. Test: Returning to users for feedback

2.1.6. Prioritize solutions: Balancing desirability, feasibility, and viability

2.1.7. Co-creation: Synergy with customer, partners, and employees

2.2. 8. Implementation

2.2.1. Summary: Turn solutions into reality with implementation

2.2.2. Implement: Bring ideas to life

2.2.3. Maintain: Monitor impact and continue fine-tuning

2.2.4. Scale: Expanding solutions to other products and services

2.2.5. Innovate: The next frontier

2.2.6. Share: Inspiring change

2.3. 9. Measurement

2.3.1. Summary: Measure effectively

2.3.2. Measure CX with 3 types of metrics: interactions, perceptions, and outcomes

2.3.3. Measure CX on 3 levels: touchpoints, journeys, and relationships

2.3.4. Beacon metrics: Align to organizational goals

2.3.5. Journey measurement: Manage customer journey performance

2.3.6. Prove CX ROI: Long-term success of CX program

2.3.7. Beware of the measurement trap: Finding the balance between metrics and insight

3. I. ASPIRE

3.1. 1. Customer Obsession

3.1.1. Summary: Embrace customer obsession

3.1.2. Customer dependency: Customers need you less than you need them

3.1.3. Step outside your shoes: You're not your customer

3.1.4. Personas: Understand who your customers are

3.1.5. Triple E: Effectiveness, ease, and emotion

3.1.6. Ground-zero engagement: Meet your customers where they are

3.1.7. Power of personal: Human connection

3.2. 2. Vision

3.2.1. Summary: Cultivate a compelling vision

3.2.2. Shared vision: The significance of ‘why’ CX matters to your business

3.2.3. North Star: The role of CX vision in business navigation

3.2.4. Beyond the slogan: Craft a real CX vision

3.2.5. Harmony in purpose: Complement CX vision with a CX mission

3.2.6. Unwavering dedication: Long-term commitment in realizing CX vision

3.3. 3. Strategy

3.3.1. Summary: Craft an effective strategy

3.3.2. Strategic confluence: Merge CX strategy with business strategy

3.3.3. Strategic interplay: Tie CX strategy with customer-led, insights-driven operations

3.3.4. Validating virtue: Prove the value of CX to your business

3.3.5. Navigating the path: Using customer journey mapping to shape your CX strategy

3.3.6. OKRs: Use objectives and key results in your CX strategy

3.3.7. Steering and driving: The interplay of strategy and tactics

3.3.8. Timeless CX: Focus strategy on what endures

4. II. AWARE

4.1. 4. Data

4.1.1. Summary: Harness the power of data

4.1.2. Define your business goals: The first step in data-driven CX strategy

4.1.3. Capture every signal: Data for every touchpoint

4.1.4. Unify all data: Bring together all relevant customer data for actionable insights

4.1.5. Democratize the CX data: Power to the people

4.1.6. Voice of the Customer (VOC): Always listening to your customers

4.1.7. Three types of customer surveys: Transactional, journey, and relationship

4.1.8. Survey design: Craft questions that garner insights

4.2. 5. Insights

4.2.1. Summary: Generate actionable insights

4.2.2. From data to insights: Analysis

4.2.3. From factual to interpreted insights: Understanding insights at every level

4.2.4. Customer journeys: Focus on CX along entire journeys, not just touchpoints

4.2.5. Customer journey mapping: Step into your customer’s shoes

4.2.6. Customer journey management: Going beyond customer journey mapping

4.2.7. Predictive CX insights: Navigating the future of CX

4.3. 6. Opportunities

4.3.1. Summary: Identify and leverage opportunities

4.3.2. Design Thinking: Harnessing customer empathy for innovation

4.3.3. Human-Centered Design (HCD): Prioritizing user needs

4.3.4. From insights to opportunities: Problem discovery

4.3.5. Identify opportunities: Catalysts for creative solutions

4.3.6. Prioritize opportunities: Balancing customer value, business value, and effort