Catalyst Strategies Customer Experience Transformation Consulting Services

Customer Experience Program Planning

“If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.”

— Jeff Bezos, Founder and CEO, Amazon.com

Your executive team made customer experience a top priority. Your task is to make it happen. You realize how fundamental the transformation needs to be. It will affect IT infrastructure, business processes, even organizational structure. You can’t tackle it all at once, but you know incremental change won’t cut it.

Deliver on Promises Made

Delivering a superior customer experience is a formidable objective. It requires establishing what matters most to customers and investing in transformation there. Catalyst Strategies has successfully worked with large organizations and cross-functional teams to define how to achieve the vision. We build a carefully thought-out, outside-in transformation plans that ensure your efforts yield positive returns, both for the customer and for the company. We help you envision the ideal experience and take action to uphold that vision through full service, guided service, or self-service delivery models. We also help align your people, processes, technology, and offerings.

Catalyst Strategies works closely with cross-functional teams to design a realistic plan for implementing customer experience improvements. On a fundamental level, customer experience implementation requires cross-functional collaboration, clear road maps with balance between short-term “quick hits” and long term enhancements, and systematic metrics to track program success and inform future improvements.

Cross-Functional Implementation Plan

Starting with clear definition of the customer experience strategy, our implementation planning includes:

Defining the future state
- Systematically identifying and prioritizing key “moments of truth” in your customer experience across your entire ecosystem (e.g., buyers, partners, sales channel, etc.)
- Defining the ideal, cross-channel experience for priority interactions and how to increase the significance of those interactions
- Defining the changes required within the organization—from contact center to sales team and web site to back-end service teams
Planning initiatives
- Facilitating the team to design integrated systems, platforms, processes, and policies to ensure cost effective end-to-end customer experience delivery
- Developing initial cost and timing estimates
- Facilitating multi-functional planning (IT, process, HR, field, marketing, etc.) including objectives, tactics, resources, work plans, and milestones
- Developing the business case for customer experience initiatives
Aligning cross-functional road maps
- People
- Business process
- Foundational and customer-facing technologies
Supporting organizational change
- Assessing the organizational readiness for change
- Designing a program for building a strong company-wide commitment to a customer centric culture
Articulating business requirements
- Market-facing process and technology
- Product
- Organization (e.g., training, structure, and communications)
- Metrics
- Market-facing communications
Defining success measures
- Dashboards
- Metrics
- Tools

Clear Action Plan Delivers Proven Benefits

Catalyst Strategies ensures you can reach your customer experience goals. Our focus is on building the right roadmap to significantly improve customer satisfaction and drive substantial value for the company. The payoff in customer loyalty is high—it has been proven to increase up to 2.5 times industry growth rates and at least 25 percent higher net income. The secondary value is efficiency and cost savings for the company.

Contact Catalyst Strategies to help you bridge the gap
between customer experience strategy and execution.

Growth Strategy

Product Strategy