Consulting
Having led a number of transformation programmes, Chrysalis CX covers all aspects of customer experience design and can support you either on a project basis or retainer basis to provide the expertise in a number of areas.
CX Strategy design and development
Supporting organisations in delivering a cohesive Customer Strategy with the right framework that guides decision making to ensure consistency in the delivery of what your customers want to experience when interacting with your brand. We will work with you to create a unified vision linked to your Corporate Purpose and the values, capabilities and KPIs to measure delivery. Creating assets and frameworks that are easily replicated and communicated across your organisation.
Each workshop is designed uniquely with your specific focus areas but can include the following :
- Mapping and alignment on the Customer journey
- Clarity on accountability within each touchpoint
- Customer empathy mapping
- Identify key pain points and Opportunities.
- Priorisation agreed and aligned.
- Stakeholder & influencer mapping (internal & external)
- Solution review and action planning
Customer Journey Review
Mapping out customer journeys is a critical step in improving customer experience. Whilst each journey is unique to an organisation, delivering a customer centric journey allows you to map the current experience and identify where the gaps and opportunities are. Working with you, we work together to devise strategies to enhance these customer touchpoints and prioritise improvements.
As a more detailed stage beyond the one day workshop, this discrete project, using internal and external data and observational research, will map out your customer journey in detail and at a deeper level. The output is a thorough review of all the journey experiences providing a detailed debrief with recommended actions and roadmap.
Step to build Customer Journey Analysis
Proposition Design & Development:
These sessions are interactive workshops that help your business focus on delivering services that align to your brand strengths, balance commercial benefit and help extend into other opportunities and ideas.
Proposition Design
Closed Loop Feedback Programme
Establishing effective customer loops is essential for continuous improvement. With the data you’re actively gathering through surveys, reviews and direct communication, a crucial step in managing customer feedback is to implement a process that ensures you are directly responding and taking action to improve the overall customer experience. This demonstrates your organisation is showing customers that their opinions matter, they are heard and is integral to your evolving business.
Having led and managed Complaints teams, advised and implemented new operating models, processes and policies, Chrysalis CX can help you in delivering an effective Closed Loop programme that not only improves customer experience but also drives efficiency within your business. Each solution is bespoke created to align with the organisation’s purpose, regulatory requirements, structure and customer needs.
Best practise for closed loop feedback
Culture change programme
To support a wider systemic change in an organisation to be more customer focused, a transformation needs to take place within the culture. We can work with you to deliver support for your people on this journey, creating a framework of shared values and behaviours, delivering communications plans that engages and captivates at every level and assets to support continued learning, development and coaching
Culture Change
Governance & Project Management
Chrysalis CX provides the structure and rigour to ensure the initiatives launched maintain momentum, are measurable, actionable, have clear accountabilities and align to the CX Strategy. Key customer initiatives are managed with well-defined objectives, embedding process improvements to maximise value and output. This allows you to focus on your BAU whilst seeing the incremental gains in improving the overall customer experience.
