Stage of the Customer Journey
Learn how iLoyal CX can help you create experiences that delight customers at every stage of their journey.
CX Roadmap and Strategy Development
The goal of iLoyal CX Roadmapping is outlining and guiding you through a six stage transformational journey so that your organization can successfully adopt and implement the resulting CX Strategy.
Our process establishes the foundation for a great CX strategy via a baseline CX assessment, after which we will help you design a CX Governance Structure and train employees and other stakeholders on that structure.
Next, we work with you to establish employee and customer expectations for the customer experience and journey, and design the ideal Future State of your CX.
Finally, we guide you in planning for Implementation and Alignment and deploy monitoring tools to help you assess and make necessary adjustments.
Voice of the Customer Programs
We work with you so that all stakeholders fully understand the current alignment of your customer’s need and expectations to the current customer experience, we then redesign to the desired future state.
VoC Program Assessment
Identification of where your program stands today, what’s on track, and where there are gaps. The resulting deliverable is then used to create your 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
Similar to VoC services, but focused on understanding how you will need to communicate CX programs internally for employees and other constituents.
Organizational Culture Assessment
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/culture 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.
Customer Experience (CX) Audits
Assess the progress of your transformation journey to great CX. iLoyal CX will provide you with a third-party evaluation and recommendations for moving forward or reinvigorating your efforts.
Evaluation areas include:
- Your CX roadmap and strategy (including plan components)
- Progress relative to baseline assessment
- Assessment of progress toward achieving desired outcomes
- Success metrics and how well you are tracking them
Why iLoyal CX?
iLoyal CX is the only end-to-end service suite that connects the world’s best CX consultants to research driven CX Insights while giving you the power to immediately test and deploy customer experience improvements.
Useful, usable CX Insights
iLoyal CX solutions clearly and effectively presents comprehensive information about the interactions between your business, customers and employees over the duration of your relationship.
CX Insights for every touchpoint
iLoyal CX provides you with valuable information you need to successfully manage, strategize, measure and impact all aspects of customer involvement throughout various rational, emotional, sensory and physical levels of your business.
CX Guidance for big ROI impact
The iLoyal CX program provides you with a clear guide to visualize how the customer journey, customer-brand touchpoints, and the physical and digital customer experience environments are connected.