Since companies are more likely to focus on Customer Experience, the need of defining the Governance an internal experience management models is arising. Facing this situation, companies are left with very little refferences regaring the best way to organize the resources.
There are doubts on several aspects such as: Who must the company's Customer Experience area must depend on? Must we develop a centralized or non-centralized structure for the experience management? Which mecanisms are we able to incorporate in order to articulate the relationship with the rest of the areas?
By being the experience a transverse process to all the company, a correct organization and management system are essetial for being able to develop the activity in an efficient way, optimizing resources and mostly, achieving the best results.
In order to solve this challenge, IZO has developed several Management Systems, based on the experiences and best practices identified after woking over 10 years with customer experience companies.
The different models allow to adjust to the companies' different characteristics, according to their experience management maturity level and the company's own internal organization model.
CEM Management System projects allow the company to count on a specialized counsel for the definition of all the required elements for the company's experience management, such as:
- Organizational Alignement and Direction thrust
- Resources' Measurement
- Experience Management Profiles and Roles
- Management Control and Follow-up
- Governance's Evolution according to it's maturity