Customer Experience Wheel

1-Page Plan to Navigating Your CX Transformation Journey

By: Toni Krasnic

Narrated by: Virtual Voice

Length: 6 hrs and 24 mins

Publisher's summary

This book will help you put customers at the center of what you do, and in turn, grow your business.

For any business to thrive, random initiatives in customer experience (CX) must evolve into a strategic, cohesive plan that accelerates growth and innovation. Traditionally, crafting a CX transformation strategy has been complex and time-intensive, often leading to it being overlooked. CX Wheel simplifies the creation of a comprehensive CX strategy by distilling the key elements of CX onto a single-page, actionable CX transformation plan.

CX Wheel lays out a road-tested, how-to CX transformation roadmap comprising 12 distinct steps across four pivotal phases (4As), systematically encapsulated in a single-page framework:

• The ASPIRE phase sets the tone for your future efforts. Here, the focus is on fostering customer obsession, unifying around customers, crafting a forward-looking CX vision, and formulating a robust CX strategy.

• The AWARE phase lays the groundwork of your CX program by collecting valuable data by listening to customers, and uncovering insights and opportunities for enhancing your customer experience.

• The ACT phase is where your strategic planning meets execution. You begin to formulate solutions based on your insights, implement them across your customer touchpoints journeys, and measure their impact.

• The ADVANCE phase widens your focus to incorporate organization, employees, and technology in your CX transformation. This phase solidifies your company's commitment to delivering superior CX and sets the pace for your ongoing journey.

This comprehensive guide provides a customer-centered foundation that unifies the organization around customers and the delivery of positive experiences. It will lead you, step-by-step, to successful CX implementation, transforming your customer interactions into strategic business growth.

The book also serves as a helpful study guide for those preparing for the Certified Customer Experience Professional (CCXP) exam. It reinforces your understanding of CX principles and provides a contextual backdrop to the theoretical knowledge required to pass the CCXP exam.

Whether you're just starting out with a new business, are an experienced entrepreneur, hold a position as a CX professional, or are looking to introduce the CX concept to your organization in another capacity, the 1-page CX Wheel is the easiest and fastest way to create a CX plan that will put customers at the center of your business to propel your business forward on the path to long-term success.