Mobilize

Understanding the current state, preparing the business to engage with the customer experience, formalising plans and priorities and developing an outline road map.

• Knowledge & Stakeholder Audit: Know what we know. Consult stakeholders, centralize customer knowledge, unearth unwritten cultural rules, map internal processes & understand existing measures / targets.

• CEM Maturity Modeling: Validate barriers and enablers of excellence. Organization-wide survey and segmentation: establish attitudes, capabilities & cohesion versus market leaders.

• Confirm CEM Governance: Excellence demands empowered, inclusive governance. Ensure correct participation, define decision making and establish success criteria.