Know How Guide - Setting up a CX Program

This Know How Guide provides key steps to take when establishing your Customer Experience program, it´s an essential support to CX teams whether you are starting out, hitting challenges or need a reminder on best practice.  Cemantica´s team of CCXP qualified consultants have put together this short guide based on our experiences and skills.

What´s inside this Know How Guide?

• What is a CX Program?
• The key pillars of a CX Program framework
• How to define core elements of your CX Program (the why, how, who and what)
• Setting your CX Strategy and how to connect it to your business strategy
• Defining the Scope of your program (including personas and journeys) to allow you to focus and prioritize
• The importance of Methodology and Governance to set controls and best practice for the long term
• How to include the key ingredient of a Customer-centric Culture within your CX program

Each Cemantica Know How Guide takes you through best practice methodologies within Customer Experience.  Step-by-step, you will be able to grasp key concepts, align your organizational approach with customer experience best practice and grow your expertise.