1. Prepare for a soft landing
Make sure your team or organisation are ready
Just as plants need fertile ground to grow, your CX management dashboard needs a basic level of CX maturity to succeed. CX Maturity looks at how ‘mature’ your organisation is when it comes to customer-centricity, by considering indicators such as people and resources, tools and capabilities, and more. These factors will also play a role when you set out to implement a CX management platform. For example: you’ll need access to people skilled in data science and customer-centricity to help you. You’ll need a budget and mandate too, which you might only unlock if those in charge believe in customer-centric ways of working. Furthermore you’ll need access to CX metrics, which your organisation might not even keep track of yet. These are all aspects of CX maturity that you’ll need to keep in mind in order to get started.
For more on CX maturity and the indicators to look for, have a look here.
Aim for a pilot first
Ideally you are either a CEO or you have C-level support to roll this out across your organisation. However, don’t be discouraged if you’re not. Even for CEO’s we would recommend trying out a pilot first, for example within a department, service, or team only. Not only does that reduce risk: it will also help you to gain experience much faster while proving that CX management works. That will provide you with a more stable foundation to scale things up afterwards.
Gather the right team
To set up the right team, involve people that will be using the CX management dashboard as well as the people you need to make that happen. That means you should involve at least:
- A powerful crusader – Someone with the mandate, budget, and willingness to support this.
- Data experts – People who know what is available in terms of data and know where to find it
- UX/Service designers – People that represent the voice of the customer and understand the challenges related to CX maturity involved in such a project
- Journey/Product owners – People who know the ins and outs of the services or products your company offers