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6 Steps to TRUE Customer Experience Transformation
SM
Housekeeping o The recording and slides for today’s presentation will be made
available within the next 24 hours. o Please use the chat window to submit questions throughout
the webinar. We will have time designated at the end for Q&A.
o Join the conversation on Twitter by tweeting @Qualtrics using #CX
Kyle Groff, Ph.D. Principal Consultant, Customer Experience Qualtrics (Formerly JetBlue)
o Overview o 6 Steps to Customer
Experience Transformation o Q&A
Agenda
CX
Strong Leadership
Vision & Clarity
Engagement &
Collaboration
Listening & Learning
Alignment & Action
Patience & Commitmen
t
1. Strong Leadership
Key Takeaways o Starts at the top o Executive support is necessary, but not
sufficient o Subordinates follow their leaders o More show; less talk
What If I Don’t Have Support? o Return on Investment modeling
• Demonstrate value added • Repurchase, Forgiveness, Word of Mouth
o Trial Program • Start small; grow in complexity
o Case Studies • Success stories
2. Vision & Clarity
Key Takeaways o Be specific o Short & simple is better o Provide clear message o Include road map o Specify steps & milestones
How Do I Create a Vision? o Determine ideal future state o Create first draft o Seek input o Iterate and edit o Finalize & add road map
3. Engagement & Collaboration
Key Takeaways • Engaged employees are essential • Pockets of engagement aren’t enough • Cross-functional synergy is necessary
How Do I Engage Employees? o Formal program is necessary o Listen & take action o Capitalize on group/company strengths o Address group/company opportunities
4. Listening & Learning
Key Takeaways o Systematic collection o Comprehensive coverage o Draw insights o Enable action
How Do I Set Up a Listening Program? o Determine what you want to know o Identify how you want (or should) listen o Collect information o Summarize & analyze
5. Alignment & Action
Key Takeaways o Leverage vision statement & road map o Insure groups understand their purpose and
contribution o Guide action towards common goal with group-
level focus
How Do I Know What Actions To Take? o Implement objective system o Drill down to key drivers and root cause o Pilot potential solutions o Track results
6. Patience & Commitment
Key Takeaways o It is hard to wait o Iteration is necessary o Culture change takes commitment
How Can I Show Progress? o Customer success stories o Communication plan around micro and macro wins o Be your best PR tool
Strong Leadership
Vision & Clarity
Engagement & Collaboration
Listening & Learning
Alignment & Action
Pa#ence & Commitment
6 Steps to Customer Experience Transformation
Q&A
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