The CX Culture Solution equips medium to large organisations with a powerful tool to evaluate and improve their culture, ensuring they meet their customer experience objectives. It acts as a vital tracker, monitoring how well each division and ecosystem partner contributes to creating the desired customer experience.
CX culture
solution
Equips organisations with a powerful tool to evaluate and improve their culture, ensuring they meet their customer experience objectives
Benefits
Distribution of Responsibility
Promotes a company-wide effort and collaboration for CX, preventing the burden from falling on a single person or department.
Cost Savings
Enables CX leaders to explicitly convey the company’s CX objectives along with detailed business practices supporting each, and track all divisional progress in putting the necessary business practices in place, at a fraction of the cost that it would take using other methods or systems.
Easy User Experience
User-friendly design requires no training, empowering leaders and employees to effectively manage their CX responsibilities.
Measurable Outcomes
Clients see improvements in CX deliverables across all business functions, boosting customer confidence and enhancing employee engagement.
Support for Long-Term Growth
By fostering customer trust and loyalty through a robust CX culture, the system contributes to sustainable business growth and success
Key features
Structured for Traction
Clearly delineates CX responsibilities across the business, making the desired experiences for customers tangible and actionable through detailed policies, procedures, measures, and controls. This comprehensive approach ensures your company gains significant traction in implementing your CX objectives.
Evaluation
Leaders and managers use the system to assess their current business practices, identifying discrepancies between the current and ideal state in terms of customer experience.
Consistent Guidance
The system enables CX leaders to specify guidance or standards associated with each CX business practice so that it is consistently understood across the organisation. It also clarifies what good evidence of successful implementation of that business practice looks like.
Deadline Management
Managers set target dates for closing CX gaps, based on which the system sends reminders to relevant parties and provides reports to track progress.
Primary Users
- CX Leaders: Define the company’s CX objectives and identify business practices supporting these goals. Brilliance provides guidance in this regard if required. Monitor the effectiveness of changes implemented and analyse reports on CX culture improvements across the company.
- Divisional Heads and Managers: Assess business practices within their divisions to identify areas where they are not yet fully playing their part in meeting the company’s explicit CX objectives. Assign responsibilities and deadlines to relevant employees to ensure the implementation of the identified business practices.
- Managers and Employees: Update the system on their progress in implementing enhancements to ensure the delivery of the desired customer experience. The system provides automated reminders to help them stay on track.
Pricing
License fees per user depend on the volume of users. A greater number of users leads to lower costs per user. Click download below to get an idea of pricing.
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Remember this
In short, the CX Culture Solution helps businesses implement effective processes, policies, and practices to embed CX into their organisational culture and behaviour. It is a robust tool designed to enhance the company culture consistently across all divisions to meet customer experience objectives. By distributing responsibility across the company, it engages all relevant parties and reduces costs in driving a CX culture which ultimately supports long-term growth through customer trust and loyalty.
