Customer Experience Toolkit

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Work closely with Talent Acquisition staff to ensure staffing levels are maintained as expected by your organization, and that the individuals hired have the customer servicing capability necessary to meet your goals.

  • Persuade the client to schedule a consultation by demonstrating how merchandise or services meet needs.

  • Manage and lead teams to bring creative and Strategic Thinking to every plan/project, provide goals and objectives and develop appropriate tactics to drive results.

  • Initiate: in partnership with the head of marketing, develop the brand strategy and associated planning efforts.

  • Oversee: Project Management and Organizational Skills, specifically managing multi solution, simple to complex, concurrent projects.

  • Integrate Design Thinking methodology, outcomes and vision into the human centered change roadmap.

  • Ensure the clients media and marketing needs are addressed and analyzed to develop an effective media/marketing strategy.

  • Drive restaurant level economics and profitability through development of third party delivery and virtual restaurant sales and execution strategies.

  • Secure that your venture serves as trusted advisor to customers, advising on Best Practices and building strategic plans to meet customer Business Objectives and improve performance.

  • Standardize: client executive personnel to ensure that overall program goals are in alignment with the clients high level Business Objectives.

  • Establish your organizations Customer Care roadmap for Holistic Management and incremental sophistication as internal capabilities increase and external expectations evolve.

  • Be accountable for continuing that tradition means changing to meet the needs of your clients and financial advisors.

  • Make sure that your corporation motivates, encourage and continually develops team members while managing conflict effectively.

  • Manage projects and ongoing support issues, reference ability, strategic and quarterly Business Planning.

  • Ensure you revolutionize; respond timely to inquiries from thE Business units for guidance and provide feedback to leadership in support of compliance efforts.

  • Identify: consistently deliver actionable insights that drive data based Decision Making on a wide range of initiatives from customer relations, Workforce Management, and Quality Assurance.

  • Be accountable for prudent management of departmental expenses by establishing and monitoring a department budget in accordance with corporate guidelines.

  • Innovate and elevate the speed and efficiency of third party delivery platforms in conjunction with the operations team.

  • Develop marketing strategies around products/brands tailored for Social Media space to drive conversions.

  • Develop holistic technical solutions to client management, and innovate on current processes to improve top level support operations.

  • Direct: coach/mentor others by providing appropriate and timely feedback, creating an environment of trust, and fostering relationships that positively impact organization culture.

  • Methodize: test, evaluate and deploy technology in conjunction with the information technology team and operations team to achieve Strategic Objectives.

  • Ensure you command; lead multimedia Production Support and communicate specifications of digital/physical components.

  • Devise: design and develop deliverables using Data Visualization which are highly actionable and meaningful.

  • Support the sales teams in negotiating and executing CX Sales Activities and directly and indirectly driving revenue.

  • Manage work with your Customer Success Team, Onboarding, and Sales Team to improve Internal Processes.

  • Support marketing with finding ways to maximize customer touchpoints to unify and elevate the customer journey.

  • Supervise: delegate when appropriate to allow others to develop Problem Solving and Decision Making competencies.

  • Coordinate the annual Audit Process to maintain delegated credentialing status for all applicable health plans.

  • Oversee: work closely with engineering, Customer Service, and product to create holistic analytic solutions.

  • Compile and maintain current and accurate data for all providers and corporate contract files.


Save time, empower your teams and effectively upgrade your processes with access to this practical Customer Experience Toolkit and guide. Address common challenges with best-practice templates, step-by-step Work Plans and maturity diagnostics for any Customer Experience related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

The Toolkit contains the following practical and powerful enablers with new and updated Customer Experience specific requirements:

STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Customer Experience Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.

Organized in a Data Driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…

  • Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

Then find your goals...

STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 999 new and updated case-based questions, organized into seven core areas of Process Design, this Self-Assessment will help you identify areas in which Customer Experience improvements can be made.

Examples; 10 of the 999 standard requirements:

  1. Which Customer Experience impacts are significant?

  2. How will the Customer Experience Data be analyzed?

  3. Is a follow-up focused external Customer Experience review required?

  4. Is it clear when you think of the day ahead of you what activities and tasks you need to complete?

  5. Which needs are not included or involved?

  6. Do you have organizational privacy requirements?

  7. Does Customer Experience appropriately measure and monitor risk?

  8. Who needs to know?

  9. Whom do you really need or want to serve?

  10. At what point will vulnerability assessments be performed once Customer Experience is put into production (e.g., ongoing Risk Management after implementation)?

Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:

  • The workbook is the latest in-depth complete edition of the Customer Experience book in PDF containing 994 requirements, which criteria correspond to the criteria in...

Your Customer Experience self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:

  • The Self-Assessment Excel Dashboard; with the Customer Experience Self-Assessment and Scorecard you will develop a clear picture of which Customer Experience areas need attention, which requirements you should focus on and who will be responsible for them:

    • Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
    • Gives you a professional Dashboard to guide and perform a thorough Customer Experience Self-Assessment
    • Is secure: Ensures offline Data Protection of your Self-Assessment results
    • Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:


STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage Customer Experience projects with the 62 implementation resources:

  • 62 step-by-step Customer Experience Project Management Form Templates covering over 1500 Customer Experience project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Cost Management Plan: Eac -estimate at completion, what is the total job expected to cost?

  2. Activity Cost Estimates: In which phase of the Acquisition Process cycle does source qualifications reside?

  3. Project Scope Statement: Will all Customer Experience project issues be unconditionally tracked through the Issue Resolution process?

  4. Closing Process Group: Did the Customer Experience Project Team have enough people to execute the Customer Experience Project Plan?

  5. Source Selection Criteria: What are the guidelines regarding award without considerations?

  6. Scope Management Plan: Are Corrective Actions taken when actual results are substantially different from detailed Customer Experience Project Plan (variances)?

  7. Initiating Process Group: During which stage of Risk planning are risks prioritized based on probability and impact?

  8. Cost Management Plan: Is your organization certified as a supplier, wholesaler, regular dealer, or manufacturer of corresponding products/supplies?

  9. Procurement Audit: Was a formal review of tenders received undertaken?

  10. Activity Cost Estimates: What procedures are put in place regarding bidding and cost comparisons, if any?

Step-by-step and complete Customer Experience Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

2.0 Planning Process Group:

  • 2.1 Customer Experience Project Management Plan
  • 2.2 Scope Management Plan
  • 2.3 Requirements Management Plan
  • 2.4 Requirements Documentation
  • 2.5 Requirements Traceability Matrix
  • 2.6 Customer Experience project Scope Statement
  • 2.7 Assumption and Constraint Log
  • 2.8 Work Breakdown Structure
  • 2.9 WBS Dictionary
  • 2.10 Schedule Management Plan
  • 2.11 Activity List
  • 2.12 Activity Attributes
  • 2.13 Milestone List
  • 2.14 Network Diagram
  • 2.15 Activity Resource Requirements
  • 2.16 Resource Breakdown Structure
  • 2.17 Activity Duration Estimates
  • 2.18 Duration Estimating Worksheet
  • 2.19 Customer Experience project Schedule
  • 2.20 Cost Management Plan
  • 2.21 Activity Cost Estimates
  • 2.22 Cost Estimating Worksheet
  • 2.23 Cost Baseline
  • 2.24 Quality Management Plan
  • 2.25 Quality Metrics
  • 2.26 Process Improvement Plan
  • 2.27 Responsibility Assignment Matrix
  • 2.28 Roles and Responsibilities
  • 2.29 Human Resource Management Plan
  • 2.30 Communications Management Plan
  • 2.31 Risk Management Plan
  • 2.32 Risk Register
  • 2.33 Probability and Impact Assessment
  • 2.34 Probability and Impact Matrix
  • 2.35 Risk Data Sheet
  • 2.36 Procurement Management Plan
  • 2.37 Source Selection Criteria
  • 2.38 Stakeholder Management Plan
  • 2.39 Change Management Plan

3.0 Executing Process Group:

  • 3.1 Team Member Status Report
  • 3.2 Change Request
  • 3.3 Change Log
  • 3.4 Decision Log
  • 3.5 Quality Audit
  • 3.6 Team Directory
  • 3.7 Team Operating Agreement
  • 3.8 Team Performance Assessment
  • 3.9 Team Member Performance Assessment
  • 3.10 Issue Log

4.0 Monitoring and Controlling Process Group:

  • 4.1 Customer Experience project Performance Report
  • 4.2 Variance Analysis
  • 4.3 Earned Value Status
  • 4.4 Risk Audit
  • 4.5 Contractor Status Report
  • 4.6 Formal Acceptance

5.0 Closing Process Group:

  • 5.1 Procurement Audit
  • 5.2 Contract Close-Out
  • 5.3 Customer Experience project or Phase Close-Out
  • 5.4 Lessons Learned



With this Three Step process you will have all the tools you need for any Customer Experience project with this in-depth Customer Experience Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Customer Experience projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
  • Implement evidence-based Best Practice strategies aligned with overall goals
  • Integrate recent advances in Customer Experience and put Process Design strategies into practice according to Best Practice guidelines

Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Customer Experience investments work better.

This Customer Experience All-Inclusive Toolkit enables You to be that person.


Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.