One of the biggest challenges in Experience Management is making the whole company revolve around Customer Experience. To achieve this, it is required to design and deploy tools and programs which allow to spread an Experience Culture inside the company, guaranteeing that each of our professionals will act to encourage a distinguishing Experience.
Cultural transformation programs require a clear definition of each person’s role in the organisation to be able to generate the desired Customer Experience, of the sensitivity activities and of the training to make known those definitions and internal management mechanisms which bring the Experience to professionals on a daily basis.
To achieve this:
- We design your company’s Experience Guide as a main tool to make each professional, with or without customer contact, know the way to contribute to a better Customer Experience.
- We train key people in Customer Experience Management, in order to coordinate and deploy CEM initiatives in the company.
- We design and deploy training plans and initiatives which encourage them to spread the Experience Culture.