6 Steps to TRUE Customer Experience Transformation

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Housekeeping o  The recording and slides for today’s presentation will be made

available within the next 24 hours. o  Please use the chat window to submit questions throughout

the webinar. We will have time designated at the end for Q&A.

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Kyle Groff, Ph.D. Principal Consultant, Customer Experience Qualtrics (Formerly JetBlue)

o  Overview o  6 Steps to Customer

Experience Transformation o  Q&A

Agenda

CX

Strong Leadership

Vision & Clarity

Engagement &

Collaboration

Listening & Learning

Alignment & Action

Patience & Commitmen

t

1. Strong Leadership

Key Takeaways o  Starts at the top o  Executive support is necessary, but not

sufficient o  Subordinates follow their leaders o  More show; less talk

What If I Don’t Have Support? o  Return on Investment modeling

•  Demonstrate value added •  Repurchase, Forgiveness, Word of Mouth

o  Trial Program •  Start small; grow in complexity

o  Case Studies •  Success stories

2. Vision & Clarity

Key Takeaways o  Be specific o  Short & simple is better o  Provide clear message o  Include road map o  Specify steps & milestones

How Do I Create a Vision? o  Determine ideal future state o  Create first draft o  Seek input o  Iterate and edit o  Finalize & add road map

3. Engagement & Collaboration

Key Takeaways •  Engaged employees are essential •  Pockets of engagement aren’t enough •  Cross-functional synergy is necessary

How Do I Engage Employees? o  Formal program is necessary o  Listen & take action o  Capitalize on group/company strengths o  Address group/company opportunities

4. Listening & Learning

Key Takeaways o  Systematic collection o  Comprehensive coverage o  Draw insights o  Enable action

How Do I Set Up a Listening Program? o  Determine what you want to know o  Identify how you want (or should) listen o  Collect information o  Summarize & analyze

5. Alignment & Action

Key Takeaways o  Leverage vision statement & road map o  Insure groups understand their purpose and

contribution o  Guide action towards common goal with group-

level focus

How Do I Know What Actions To Take? o  Implement objective system o  Drill down to key drivers and root cause o  Pilot potential solutions o  Track results

6. Patience & Commitment

Key Takeaways o  It is hard to wait o  Iteration is necessary o  Culture change takes commitment

How Can I Show Progress? o  Customer success stories o  Communication plan around micro and macro wins o  Be your best PR tool

Strong Leadership

Vision & Clarity

Engagement & Collaboration

Listening & Learning

Alignment & Action

Pa#ence  &  Commitment  

6 Steps to Customer Experience Transformation

Q&A