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CX Roadmap and Strategy Development

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iLoyal-CX-Roadmap-Strategy
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Voice of the Customer Programs

We work with you so that all stakeholders fully understand the current alignment of your customers’ needs and expectations versus the current customer experience, we then redesign to the desired future state.

VOC PROGRAM ASSESSMENT


We collaborate to identify of where your VOC program stands, what’s on track, and where there are gaps, then create a plan via the Voice of the Customer Program Roadmap.

VOC PROGRAM DESIGN


Capturing customer voice starts with identifying VoC opportunities in the customer journey, followed by design of surveys and other voice tools, and VoC program implementation.

VOC INTERNAL ADOPTION DESIGN


Designing a VoC program is half the battle. Next, we will help you determine the best path for communicating about CX programs internally to employees and other constituents.

Organizational Culture Assessment

Is your company ready for a CX program?

Great CX starts with readying an organization for the CX transformation. These assessment services gauge your organization’s readiness for a CX transformation, the results of which establish the basis for your transformation roadmap.

CURRENT STATE ASSESSMENT


Used to get a read on where the organization stands today on various foundational CX attributes and understand readiness for a successful customer experience transformation.

CX STAKEHOLDER INTERVIEWS


One-on-one (1:1) interviews with key stakeholders (eStaff, SBU leaders, international leaders, etc.) will provide important insights to the organization and its readiness to evolve.

EMPLOYEE CX ASSESSMENT


The Employee CX Assessment is used to assess what employees know and don’t know about customers, the customer experience, and how they impact it or contribute to it.

Why iLoyal CX?

Leveraging the industry’s best CX technologies and decades of customer research excellence, iLoyal offers dynamic solutions for every organization wanting to deliver a better customer experience.

CX Strategy & Design

iLoyal collects information to help you understand customer perspectives and provides the tools and approach to successfully engage customers and employees with your brand.

Customer Journey Mapping

iLoyal provides you with a clear guide to visualize the customer journey, improve customer-brand touchpoints, and manage how physical and digital operations are connected.

CX Metrics & Guidance

We monitor every touchpoint along the customer journey, helping you achieve higher conversion, improve customer retention, and prioritize actions with the greatest impact on customer outcomes.

We create

Love and Loyalty,actionable insights,sustainable ROI,marketing success,Love and Loyalty,powerful relationships,loyal customers,repeat sales

at every stage of the customer journey.