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Process Integration

Confidently improve firm processes to capture the advantages of client-centricity.

When it comes to improving a firm’s CX management success, it falls largely on the processes the firm puts into place. Process integration is highly dependent on the firm and its current workflows and workstreams. To improve CX, it is important to avoid introducing new interventions that may disrupt the delicate balance of the existing processes—those that are perceived to interrupt one’s “day job.” 

One example of a new process that may be introduced when managing CX inside a firm is bi-weekly feedback sharing, where feedback is assigned to people and shared with the team. This may involve new meetings, actions, or sharing of different metrics across CX. This is critical process and for most firms, it’s a new frontier. 

To integrate CX/EX into firm processes, it is recommended to start with a process audit. This involves planning, designing, and trying out processes to identify areas where CX/EX can be integrated. The audit may result in the addition of new processes that define when, how, and what is needed to achieve good or great outcomes. 

The benefits of integrating CX/EX into firm processes include improved customer satisfaction, increased employee engagement, and better communication and collaboration within the team. However, there may also be negative outcomes if the integration is not done carefully, such as disruptions to existing processes or resistance from employees. 

Overall, integrating CX/EX into firm processes requires a delicate balance of introducing new interventions while also respecting the existing workflows and workstreams. A process audit can help identify areas where CX/EX can be integrated, resulting in improved outcomes for both customers and employees.