CX Strategy Toolkit

Save time, empower your teams and effectively upgrade your processes with access to this practical CX Strategy Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any CX Strategy 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 CX Strategy specific requirements:

STEP 1: Get your bearings

Start with...


• The latest quick edition of the CX Strategy 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 992 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which CX Strategy improvements can be made.

Examples; 10 of the 992 standard requirements:


1. What about helping customers make the most out of the purchases, tap into loyalty programs and customer communities, and build a relationship with your brand beyond buy buy buy?
   
   

2. How can data insights and digital services optimize your business processes, complement your organizations current product portfolio and improve customer experiences?
   
   

3. How do you use digital tools in your business to enhance the fundamental value equation for the customer and build competitive differentiation?
   
   

4. What is your organization doing to overcome the challenges you are facing in relation to delivering high quality digital customer experience?
   
   

5. Did the client provide a brief that inspires with clarity and that provides guidance into the business and desired customer experience?
   
   

6. How valuable would resources/support be in helping your organization address its challenges in transitioning toward digital commerce?
   
   

7. How can cmos deliver great experiences to the customers and simultaneously keep up with the acceleration of digital transformation?
   
   

8. Is your organization attempting to use the phone system and employees as a contact center, resulting in a poor customer experience?
   
   

9. Are your customers actively involved in the development of new products or channels and in the modification of existing products?
   
   

10. What investments did your organization make to improve the performance of your digital marketing activities over the last year?
    
    


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 CX Strategy book in PDF containing 992 requirements, which criteria correspond to the criteria in...


Your CX Strategy 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 CX Strategy Self-Assessment and Scorecard you will develop a clear picture of which CX Strategy 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 CX Strategy 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 CX Strategy projects with the 62 implementation resources:


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


Examples; 10 of the check box criteria:


1. Planning Process Group: In which CX Strategy project management process group is the detailed CX Strategy project budget created?
   
   

2. Procurement Audit: Is the routing of copies of purchase order forms defined?
   
   

3. Team Member Performance Assessment: Verify business objectives. Are they appropriate, and well-articulated?
   
   

4. Quality Audit: Are multiple statements on the same issue consistent with each other?
   
   

5. WBS Dictionary: Is subcontracted work defined and identified to the appropriate subcontractor within the proper WBS element?
   
   

6. Quality Management Plan: With the five whys method, the team considers why the issue being explored occurred. do others then take that initial answer and ask why?
   
   

7. Team Member Performance Assessment: To what degree does the team possess adequate membership to achieve its ends?
   
   

8. Risk Register: Risk categories: what are the main categories of risks that should be addressed on this CX Strategy project?
   
   

9. Risk Audit: Estimated size of product in number of programs, files, transactions?
   
   

10. Project Charter: Strategic fit: what is the strategic initiative identifier for this CX Strategy project?


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

1.0 Initiating Process Group:


• 1.1 CX Strategy project Charter

• 1.2 Stakeholder Register

• 1.3 Stakeholder Analysis Matrix


2.0 Planning Process Group:


• 2.1 CX Strategy project Management Plan

• 2.2 Scope Management Plan

• 2.3 Requirements Management Plan

• 2.4 Requirements Documentation

• 2.5 Requirements Traceability Matrix

• 2.6 CX Strategy 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 CX Strategy 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 CX Strategy 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 CX Strategy project or Phase Close-Out

• 5.4 Lessons Learned


Results

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

In using the Toolkit you will be better able to:


• Diagnose CX Strategy 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 CX Strategy 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 CX Strategy investments work better.

This CX Strategy 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.