Plan
CX programme design
A customer experience programme needs agreed goals, a small set of measures, a decision on where to listen and named people who act on what comes back. We design all of that and write it down in one blueprint.
When it helps
Signs you need this.
- You're buying a feedback platform, or have just bought one, and have no design to configure it against.
- Different teams run their own surveys on different scales, and nobody can compare the results.
- The board asks what the programme is for, and the answer depends on who is in the room.
- You have a score and no agreed way to move it.
How we do it
How we design a programme.
Listen first
We speak to the people who will sponsor, run and use the programme, and read what already exists: surveys, reports, journey maps and strategy papers.
Goals and measures
We agree what the programme must achieve for the business, then choose the few measures that show whether it's working.
Touchpoints
We agree where to ask for feedback and in what order to launch. Each touchpoint gets a stated purpose.
Ownership
We define who sees what and who acts. We also set how an issue is escalated when one team can't fix it alone.
Blueprint and roadmap
We write the design up as a single document with a phased plan, so it can be built without reinterpretation.
What you get
What you have at the end.
- A programme blueprint covering goals, measures, touchpoints, data and ownership
- A prioritised touchpoint list, with the reason for each
- A measurement framework stating which metric is used where and why
- A phased roadmap, with the first launch defined in detail
- A governance outline: roles, forums and decision rights
From our principal consultant's work at Qualtrics
Led the advisory work on an automotive group's CX programme, identifying and designing dozens of touchpoints across more than a dozen business units. All of them launched.
Done as part of Qualtrics teams, before UnfoldCX was set up. Qualtrics was the contracted party. More experienceWhat we need from you.
- A sponsor who can make decisions on scope and ownership
- Time with the people who'll run and use the programme
- Existing surveys, reports and strategy documents
- A named programme owner to work with us week to week
Questions
Questions you may have.
Do we need a platform before we start?
No. A design made before the platform is chosen often leads to a better purchase, because you know what you need it to do. If you already have one, we design to what it can do.
Can you help put the design in place?
Yes. On Qualtrics we can do the setup ourselves or guide your team or partner through it. On another platform we work alongside whoever is building it and stay involved until launch.
What if we already have a design?
We can review it against what you've built and where it's stalling. That's a programme review, and it avoids starting again.
Related
Related services.
Governance and centre of excellence
Who decides, who acts and the standards every team follows.
Read moreJourney mapping
The customer's path and the points on it that decide loyalty.
Read moreQualtrics implementation
Hands-on setup when you need it, independent oversight when a partner is building.
Read more
Next step
Tell us where your programme is.
The first call is free and carries no obligation. You'll speak to our principal consultant, who would lead the work.