Opportunity Framing is a reaction to the number of failed CX initiatives we have encountered. The root cause of most CX management programs failures is a lack of strategic direction—and the effects of that are lack of execution confidence. Simply put, if we don't know what we want CX to accomplish, we cannot design the right CX management program and consequently, we will not be measuring progress along the dimensions that matter to us.
Opportunity Framing is an immersive, design thinking workshop-based approach to determine what your firm can do with customer experience (CX) to positively influence people and business value including brand reputation, operational workflow, processes, experience centric company culture, revenue and more.
Evaluate the best practices of how other service firms seize their best CX opportunities and discover where your best opportunities in CX may be.
We use design thinking to find the appropriate innovative approach to CX for each firm—and to create clarity and consensus.
It is a process of consensus building. In this stage, we facilitate a series of meetings and workshops to establish precisely what your organization wants to Gain and Deliver through your CX efforts.
Commonly, organizations fail to realize they can proactively direct their CX efforts to affect specific outcomes like:
Choose what to focus on and improve:
If we were going to see an increase in revenue how would that happen, what would need to take place etc? Opportunity Framing allows your firm to build consensus on the greatest opportunities and serves as a prerequisite to Value Exchange Planning or determining the economic ROI of CX.
CX Pilots' process uncovers every firm's GAIN drivers (what the firm wants to gain from investments in CX) and DELIVER drivers (what the firm is willing to deliver to stakeholders in return).
Once completed, we have a solid understanding of how to develop your firm's unique CX/EX roadmap.
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