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Thoughts - Coggle Diagram
Thoughts
Operating model of CX in CII
Take more input form Research
Translate research into something that can be used by the rest of the business
Bring CII into projects as soon as we are aware of them
Help the business understand the implications of conflicting decisions in projects
Current state
Current
Pay and Use scoring lowest
Inconsistent delivery standards
CSAT steerco missing kick
Enhancements
Increase focus on Use space, people buy or products to use them
Relationship building needs to be actively done
Strategy
Product
PMO
Quick and dirty delivery first then go for gold
Training rollout
Upskilling team
Increased efforts on CX first culture
Research
We need to consume research more actively
We need to simplify the core message in research for our use and stakeholders
Customer Experience testing with Kantar
Increase effort on Employee Experience
Increase input into agent training
JR team members must be on upskilling plan to SR
Goals defined by end of July
Monthly tracking
Moral
Alignment
What should CX look like