why you need it
To shift from departments working in silos, to customer-centric collaboration across your departments, following a tailored transformation plan based on a maturity assessment of your current organisation.
what we offer
cx maturity assessment
We assess your organisations’ maturity based on the key capabilities that are required for customer-centric working across departments, all the way from marketing to customer service. The capabilities cover your current cx strategy, way-of-working, governance, measurement, customer understanding and culture. The outcome of the assessment enables us to draft a capability roadmap tailored to your organisational context & maturity.
capability building roadmap
In co-creation with your teams we define a capability roadmap for developing the key customer centric capabilities further. This is your transformation plan for becoming a customer-centric company. Following this plan we educate and enable your teams to adopt a customer-centric way of working across departments.
cx academy
Once capabilities are in place, it is time to train your internal teams to adopt the customer centric approach. We offer our academy trainings in either tailored in-house programmes from our academy, or we help produce your own tailored (online) content.
culture & change management
Defining a way of working is one thing, operationalising it for your teams to adopt in their daily way of working is equally, if not more, challenging and requires change management, leadership support & consulting and/or coaching to scale and adopt across your teams.
Just like any transformation, this needs a few guided iterations to become the new standard way of working.
business case for CXM
Are you the driving force for CX management in your organisation, but need to make a business case for a CX transformation? We help make the case for a customer centric way of working and capability programme in your org (workshops & strategic sessions + case pitch).
center of excellence
If you’re aiming for central CX entity, we can help you build capabilities in your operating countries, business units, or franchisees. To build best practices, training programmes, templates and a CX community centrally; and also support or accelerate pilot projects to facilitate the adoption across your (global) group.
the bottom line of a customer-centric organisation:
1.effective collaboration
Effective alignment across departments, enabling holistic prioritisation of efforts based on ambition and strategy.
2.customer-centric culture
Skills and mindset in place for teams to be truly customer centric in constantly improving commercial and operational excellence.
3.clear governance
Clear roles & responsibilities, with tools rolled out for monitoring progress and central management of opportunities and initiatives.
Noor Schopman
Commercial Director