Services • CXE

CX Enablement

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CX Team

Why CX enablement is so important

 

If you want to be more customer centric then you need to put the user at the very centre of your digital product and service strategy.

 

As a leading CX agency, we facilitate CX enablement programmes by delivering workshops to align stakeholders, and provide training and consulting to drive change within your organisation, putting the user at the heart of it.

 

After each workshop we’ll give you a summary of the solutions we have mapped out and concrete next steps.

What is CX enablement?

Developing products and services that factor in the behaviours and needs of your users and customers, will by default, shift the culture of any organisation towards being more customer centric. Simply put, CX enablement is a toolkit of methods to enable organisations to drive through this shift in culture.

 

It is a programme of change that involves challenging the status quo and ways of working to make CX a part of any organisation’s DNA.

You might want to ask yourself:

 

  • What is our product vision, and what do we need to do to reach it?
  • What is our current user journey and our ideal user journey?
  • How much of our decision making is based on assumptions?
  • How much do we know about our users and customers?
  • How do we design for our users?
  • How do we measure user satisfaction?

 

To address the first question we would run a Vision and Stakeholder alignment workshop”  the aim of which is to get all key stakeholders on the same page and identify the long-term vision. From there, we look at the obstacles that are hindering your progress and create a plan for you to succeed.

 

Product vision alignment workshop

The research and workshops conducted by REO allowed us to pause, have meaningful conversations with multiple teams and then finally pivot to a more productive direction that was aligned with our long term vision.

Nissan & Renault RCI Financial Services

What does a programme of CX Enablement look like?

It can be as simple as 1 day with a UX Specialist who will facilitate workshops for a specific product or it can be a programme of change. Either way, our role is usually to ask the tough questions and facilitate the type of workshop you need.

 

We will always customise the CX enablement programme to your organisation but some typical activities include…

 

 

Vision & stakeholder alignment workshops

Get all key stakeholders on the same page and identify the long-term vision. From there, we look at the obstacles that are hindering your progress and create a plan for you to succeed.

 

User journey mapping

We breakdown the successes and pitfalls of your current user journey based on customer insights. We use that to develop the ideal user journey and can break that down into the minimum viable product (MVP) with a prioritised list of changes.

 

Assumption mapping

We often see companies making pivotal decisions only substantiated with assumptions, so we use this workshop to start with a clean slate. We get everyone in a room to uncover all assumptions and the level of risk accompanying them.

 

So, how do we get started?

1  Fill in the form to request a call back.

 

2  Our CX specialists will initially complete a free audit.

 

3  We agree commercials.

 

4  CX Enablement begins.

 

Being a customer centric business leads to greater revenues.

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