Setting-up and scaling a CXM initiative
Faster and impactful take-off in the CXM journey, visible performance, sound resource investment, use of the right methodologies, skills development, deep understanding of customer's behavior.
Transformation process towards a customer centric organization
Drive a transformation process that fits your company and culture for a fast adoption of the new way of thinking and working.
"If someone is telling you there is a standard framework for change
he's either a liar or a consultant." Source: unkonwn
Every organization has it's own culture, subcultures, values and goals. All variables have to be taken into account when embarking in a transformation journey. What worked in one organization will not necessarily work in yours. But there are some basic guidelines and rules that help make a change process succeed. Avoid being one of 70% change initiatives that fail*.
*Source: N. Nohria & M. Beer, Cracking the Code of Change, HBR Review, May 2000.
Implementing adaptive processes
Implementing flexible and digitalized processes that enable to meet the customer's needs.
Many processes are simple and linear. But most are not. Most processes don't have one consecutive step after the other. They have many different variations. Especially working with customers chances are, that they won't follow a predetermined process. Adaptive processes are processes based on situations, rules and logic instead of consecutive steps. They make it possible to match the intuitive customer's behavior with your business needs.
In just a few weeks a team can be enabled to derive, set-up and digitalize agile processes by their own. A first prototype can be set-up in a workshop of 1-2 days.
For adaptive processes we partner with Allisa, the smartest choice for the agile and digital processes.
"Annika is a no-nonsense CX professional that translates principle into practice. She understands how to get buy-in form a skeptical audience. She knows how to make the case for CX and work it into the fabric of complex organizations."
Leading Customer Experience Management Expert and Author