ACEDE Customer Experience Design Evaluation
How Customer-Centric is your organisation? How do your departments and teams measure up? Are there individuals who are Customer Experience stars who should be rewarded?
Customercentricity is becoming a big deal as customers demand personalised experiences, not just transactions. Being a customer focussed business is more than your support staff and customer facing personnel. Building a truly customer-centric company requires leadership, culture change and inevitably requires some digital transformation.
License the Customer Experience Typology Framework
Are you a CX consultant or Trainer? You can license our exclusive system including interactive ‘chat’ style simulations, group roleplay activities and assessments. Remove bias by using data to assess your team members, teams and company as a whole.
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The CX Typology Framework System
This data based model is based on over 10 years of consulting and training on Customer Experience (CX). It includes:
Benchmarking
How CustomerCentric are the individuals in your company? Are they empowered? Are they willing to go outside the rules in order to keep customers happy?
Are certain teams performing better than others? What do the Customer Experience scores of ad-hoc or non-functional teams look like? Where are the differences between individuals in teams and the team as a whole.
Understand the organisational customer experience score of the company as a whole. Understand how you compare to other companies in your sector, your market and the companies that deliver global best practice when it comes to CX.
Customer Response Simulations & Roleplay
Designed to test where individuals fit within a matrix of typologies. This is a chat-bot in reverse where the bot simulates the customer's requests and the delegate, trainee or employee chooses from pre-determined answers. Specific simulations are available for Banking, Insurance, Retail, IT support and more.
Put yourself in the shoes of another in your company. Understand where the conflicts between KPIs and customers meet. Work as a team to resolve issues, escalate to higher management or go outside the stated policy to get a resolution that everyone is happy with. Scored as a team with Peer-to-Peer review.
CX Framework Mapping
One of the axis that we use to map your people, your teams and your company relates to whether they are on the customer's side or the company's side, or tend towards one or the other. Customer Stars think about both. Customer Champions are more likely to act as lone wolves and break policy to satisfy a customer.
Are your people team players? Or are they out for themselves? Are your teams in line with the company policies, is your Board in touch with true Customer-centric thinking?
There’s More
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