Save time, empower your teams and effectively upgrade your processes with access to this practical Holistic Customer Experience Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any Holistic 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 Holistic Customer Experience specific requirements:
STEP 1: Get your bearings
- The latest quick edition of the Holistic 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 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 Holistic Customer Experience improvements can be made.
Examples; 10 of the 992 standard requirements:
- How do you create a website that accelerates engagement, conversion, and retention for your prospects and customers, and creates a more relevant, personalized experience for your buyers?
- Are you an enthusiastic and experienced teller who sets the standard for outstanding customer service, has amazing technical skills and is the go to person for everyone else?
- Has your organization mapped out key customer segment journeys, including looking at customer devices and delivery channels, with an eye toward creating a better experience?
- What do you feel is holding your organization back when it comes to leveraging data and analytics to deliver more personalized and relevant experiences for your customers?
- Is it clear how your business is choosing to compete uniquely in the market Ð product innovation, customer experience, low cost, choice of offering, or speed to market?
- What is the relationship between a consumer experience map that maps your customers entire journey, and an experience map used in the user experience design discipline?
- How do you harness the transformative power of digital technology to provide customer-centric digital experiences that drive value for your clients and your brands?
- How does IBM ensure that support professionals around the globe are skilled and are at-the-ready when it comes to delivering an exceptional customer experience?
- What opportunities have you identified to use AI for enhancing the customer experience including more personalized offerings and automated customer service?
- What is the value generated by investing in a service-oriented customer centricity program versus an experience-oriented or social marketing program?
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 Holistic Customer Experience book in PDF containing 992 requirements, which criteria correspond to the criteria in...
Your Holistic 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 Holistic Customer Experience Self-Assessment and Scorecard you will develop a clear picture of which Holistic 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 Holistic 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 Holistic Customer Experience projects with the 62 implementation resources:
- 62 step-by-step Holistic Customer Experience Project Management Form Templates covering over 1500 Holistic Customer Experience project requirements and success criteria:
Examples; 10 of the check box criteria:
- Initiating Process Group: Do you understand the quality and control criteria that must be achieved for successful Holistic Customer Experience project completion?
- Stakeholder Management Plan: Is a pmo (Holistic Customer Experience project management office) in place and does it provide oversight to the Holistic Customer Experience project?
- Stakeholder Management Plan: Is quality monitored from the perspective of the customers needs and expectations?
- Stakeholder Analysis Matrix: Who is influential in the Holistic Customer Experience project area (both thematic and geographic areas)?
- Responsibility Assignment Matrix: Is every signing-off responsibility and every communicating responsibility critically necessary?
- Process Improvement Plan: What personnel are the coaches for your initiative?
- Procurement Audit: Is authorization required to make changes to the purchase order file?
- Probability and Impact Assessment: Are end-users enthusiastically committed to the Holistic Customer Experience project and the system/product to be built?
- Assumption and Constraint Log: Do you know what your customers expectations are regarding this process?
- Scope Management Plan: Are staff skills known and available for each task?
Step-by-step and complete Holistic Customer Experience Project Management Forms and Templates including check box criteria and templates.
1.0 Initiating Process Group:
- 1.1 Holistic Customer Experience project Charter
- 1.2 Stakeholder Register
- 1.3 Stakeholder Analysis Matrix
2.0 Planning Process Group:
- 2.1 Holistic 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 Holistic 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 Holistic 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 Holistic 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 Holistic 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 Holistic Customer Experience project with this in-depth Holistic Customer Experience Toolkit.
In using the Toolkit you will be better able to:
- Diagnose Holistic 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 Holistic 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 Holistic Customer Experience investments work better.
This Holistic 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.