Digital CX Consulting: 2 month Assessment

Based on an objective as is analysis, benchmarking and customer experience target picture we develop a clear and manageable CX roadmap that creates measurable business results.

Agenda

Week 1 to 3: Analysis of DCX skills and competencies through self-assessment and qualitative in-depth interviews:

• DCX strategy and goals
• End-to-End customer data understanding
• Data availability and usage
• Organization and processes
• DCX architecture and technologies
• Data Discovery

Week 4 to 6: We will assign the individual persona touchpoints and find the gaps in your omni-channel approach related to marketing and sales initiatives of your customer journey phases:

• Customer Journey Modeling
• Buyer Persona development
• Evaluation of the data and determination of the data quality for necessary processes
• Touchpoint, content & attribution analyses across all touchpoints
• Marketing and Sales process analysis

Week 7 to 8: Creation of DCX Target based on

• Development of a customer journey strategy
• Concrete touchpoint based campaign logic
• Creation of a roadmap of actions and activities to achieve the target image.

Deliverables

• Analysis of the current DCX status and which opportunities are available to drive the digital transformation on CX
• Analysis of 3 personas and their individual end-to-end customer journeys. Assignment of existing content and the existing possible interactions with your company (marketing & sales processes)
• Action plan to close the gaps to become a DCX star
• Blueprints for 3 personas to execute targeted omni-channel campaigns including channel, time interval and content to address Personas