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Experience Framework

From strategy to execution, follow a Customer Experience framework

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What is a Customer Experience (CX) program?

A Customer Experience management program is the holistic and systematic approach of creating and executing a customer centric approach that companies implement to enhance their products and services, foster loyalty and achieve business success by taking care of the things customers value most.

A successful Customer Experience program works alongside a defined Journey Management Framework, underpinned by circular CX governance and aligned with business goals; aimed at continuous improvement from actionable insights businesses derive from understanding the customer journey.

CX Program Methodology Guide

Your steps to a Customer Experience program

Cemantica’s innovative Journey Management platform, combined with a unique customer centric approach, together with our CX Consulting support, help you deliver the best experience to your customers.
Your company can set up and manage your entire CX Program in Cemantica with features including Brand Values, Stakeholders, Targets, CX Strategy and Relationships to other system records. All about flexibility and governance, you can manage multiple programs in your organization to represent a larger Customer Experience framework across the business or a specific CX project. Cemantica CX Program features are available in our Expert and Enterprise subscription packages, to help manage customer journeys from strategy to execution.

Strategy

What is our brand promise?

Personas

Who are our customers?

Journeys

How do customers experience the relationship?

VoC

What do customers expect and need from us?

Measurement

What is the return on investment related to CX?

Culture

Are our employees customer obsessed?

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Setting your Customer Experience strategy

A structured customer experience management framework provides the foundation for designing, executing and measuring customer interactions.

When preparing the Journey Management plan, be sure to align and determine responsible teams, methodology, data, systems, strategies and timelines.

At its core, your strategy should align with the company’s brand values and objectives, ensuring that every interaction reflects the organization’s mission and promise. To create a successful strategy, businesses must define their customer needs and wants, and their ability to meet them - allowing them to create a roadmap to tailor their products and services to meet expectations effectively.

Businesses can analyze their current state to future state ("as is" and "to be"), identifying gaps and opportunities for improvement, before moving forward to product and service design to intentionally craft a customer journey framework.

Build and run your CX programs in Cemantica

In Cemantica´s dedicated CX Program area, you can create and visualize different programs for your products and services, by region or country, etc., within a standardized framework for Customer Experience management.

Within each program you can gather all the information regarding your CX strategy (such as targets, stakeholders, brand promise etc.) along with supporting documentation, structured how you need. Start from the template, re-arrange and add blocks and color code them.

To inform your program, you can run your organization's CX Maturity Assessment and visualize your global score within the card. Once you start your program and create journeys, personas, insights and actions - all of these elements can be seen within the related Program view.

CX Program Management Video
CX Program Cemantica
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What makes a good Journey Management framework?

A good Journey Management framework is customer centric and focuses on continuous improvement of the Customer Experience, fostering a culture of customer loyalty, setting the company apart in today’s competitive business landscape.

A successful journey management cycle aligns the customer journey with the operating model of the company, harmonizing customer needs and expectations with the back-office processes that provide the service.

In this way, Customer Experience optimization supports the business goals of the company, allowing the organization to have visibility on the financial impact of CX initiatives on business performance.

Over time, the CX framework will transform the experiences of customers by focusing company efforts on the things that matter most to the customer, prioritizing initiatives that bring the highest customer and business impact.

Essential elements of a CX program

A CX program starts with customer journey mapping, a process that tracks every customer interaction, digital or otherwise, with the company’s products and services. This mapping provides actionable insights into the customer’s experiences, helping the business to understand their needs and expectations.

These customer insights are then used to enhance the company’s strategy, ensuring that the service provided meets and exceeds customer satisfaction.

By collecting and analyzing feedback data over time, companies can make informed decisions that will help improve their CX programs, leading to better experiences for their customers.

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Let’s make this happen. Bring your Customer Experience strategy to life with Cemantica

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