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image - Coggle Diagram
1 What are we potentially looking to measure (leading/lagging indicators)?
Lagging/KPI
NPS
Started in Europe
CSAT
Customer effort
Customer success story
Permission to use as reference
Customer Failure stories
Sources of client churn
Customer Health score
leading
Workshop UX
Mid-workshop measurement to help improvement?
Survey ("gen 1")
Need to prioritize questions (time vs. insight)
Design
Project performance/experience
Consider different client stakeholders
Central global client feedback process/tool
Global database
Interim project reporting
Digital experience
Website, KT Kate, Shopify, etc.
Learning experience (Litmos, etc.)
Identify CX touchpoints
[Develop customer journey map?]
Consider pre-sale CX measurement?
2 How might we measure those things (systems/processes)?
formal
Surveys
informal
Client Interviews
Consultants as proxies
Client round tables
3 How might we use that information (decisions/actions)?
Feed into product development
Client follow-up conversation
Identify areas for process improvement
Track some kind of strategic CX measure as part of our Balanced Scorecard
Improve digital content
Automated follow-up
Short term response vs. longer term improvements
4 Implementation considerations?
Start with post-sale measurement
Co-creating of solutions with customers
Who is all involved (actors) in product development
Pilot customer for new ways of VOC measurement
Need to look for higher levels of automation
Involve other KT resources for input
5 What else?
WIZU?
What are we currently measuring?
Existing customers not only source of innovative ideas
What about internal customers?
