Enviar búsqueda
Cargar
CX Audit Workshop
•
4 recomendaciones
•
1,339 vistas
DMI
Seguir
Tips on how to facilitate a CX Audit Workshop
Leer menos
Leer más
Diseño
Denunciar
Compartir
Denunciar
Compartir
1 de 9
Descargar ahora
Descargar para leer sin conexión
Recomendados
Presentation trend 2017
Presentation trend 2017
Slidepanda
17 Presentation Design Trends to Look Out For in 2017
17 Presentation Design Trends to Look Out For in 2017
SlideTeam
Fading Money
Fading Money
Antonio De Pasquale
Consumer Experience [CX] Evolution - Full Report - Latitude
Consumer Experience [CX] Evolution - Full Report - Latitude
Latitude
UX STRAT Europe, Kees Moens, “Haarlem Oil: UX Strategy at ING”
UX STRAT Europe, Kees Moens, “Haarlem Oil: UX Strategy at ING”
UX STRAT
Design change management in practice
Design change management in practice
Juho Paasonen
Sentinel Report | Q1 2016
Sentinel Report | Q1 2016
Globant
DMI – We Can See the Future
DMI – We Can See the Future
DMI
Recomendados
Presentation trend 2017
Presentation trend 2017
Slidepanda
17 Presentation Design Trends to Look Out For in 2017
17 Presentation Design Trends to Look Out For in 2017
SlideTeam
Fading Money
Fading Money
Antonio De Pasquale
Consumer Experience [CX] Evolution - Full Report - Latitude
Consumer Experience [CX] Evolution - Full Report - Latitude
Latitude
UX STRAT Europe, Kees Moens, “Haarlem Oil: UX Strategy at ING”
UX STRAT Europe, Kees Moens, “Haarlem Oil: UX Strategy at ING”
UX STRAT
Design change management in practice
Design change management in practice
Juho Paasonen
Sentinel Report | Q1 2016
Sentinel Report | Q1 2016
Globant
DMI – We Can See the Future
DMI – We Can See the Future
DMI
Agile Sprint Guide: A Preview
Agile Sprint Guide: A Preview
LHBS
Mobile Apps and the Healthcare World
Mobile Apps and the Healthcare World
Designit
service experience summit shanghai 2014 stefan moritz
service experience summit shanghai 2014 stefan moritz
Stefan Moritz
The 10 best uiux solution providers august 2017
The 10 best uiux solution providers august 2017
Insights success media and technology pvt ltd
UX STRAT Europe 2018: Dr. Giulia Calabretta, Delft University of Technology
UX STRAT Europe 2018: Dr. Giulia Calabretta, Delft University of Technology
UX STRAT
Why is a Digital Strategy Important?
Why is a Digital Strategy Important?
Tiffani Allen
Jazzy Innovations - Put Emotions in context presentation
Jazzy Innovations - Put Emotions in context presentation
Jazzy Innovations
Sentinel report q4 2015
Sentinel report q4 2015
Globant
UX STRAT Europe, Sarah Oey and Tim Loo, “Turning CX Strategy into CX Reality ...
UX STRAT Europe, Sarah Oey and Tim Loo, “Turning CX Strategy into CX Reality ...
UX STRAT
DIY UX Audit
DIY UX Audit
Somia Customer Experience
Brand Services – A user centric marketing tool
Brand Services – A user centric marketing tool
Christian Vatter
Designbrief
Designbrief
AlessandroSingh
NYU Talk
NYU Talk
Jace Grebski
[Webinar] How to engage teams in the digital era
[Webinar] How to engage teams in the digital era
Globant
31+ Startup Tools, Both Online & Offline
31+ Startup Tools, Both Online & Offline
Pixc
UX STRAT Europe 2018: Marta Alcañiz, BBVA
UX STRAT Europe 2018: Marta Alcañiz, BBVA
UX STRAT
Jazzy Innovations Startups Offer 2016
Jazzy Innovations Startups Offer 2016
Jazzy Innovations
CompleteGuideToMobileSuccess
CompleteGuideToMobileSuccess
George Miller
Design Services
Design Services
Neuronimbus Software Services
Eds portfolio
Eds portfolio
Edward Mc Elroy
Design for Covid-19 Challenge Webinar 2: Ideation Phase
Design for Covid-19 Challenge Webinar 2: Ideation Phase
Aqeela A. Somani
Design Thinking: Ideation Techniques
Design Thinking: Ideation Techniques
Operational Excellence Consulting
Más contenido relacionado
La actualidad más candente
Agile Sprint Guide: A Preview
Agile Sprint Guide: A Preview
LHBS
Mobile Apps and the Healthcare World
Mobile Apps and the Healthcare World
Designit
service experience summit shanghai 2014 stefan moritz
service experience summit shanghai 2014 stefan moritz
Stefan Moritz
The 10 best uiux solution providers august 2017
The 10 best uiux solution providers august 2017
Insights success media and technology pvt ltd
UX STRAT Europe 2018: Dr. Giulia Calabretta, Delft University of Technology
UX STRAT Europe 2018: Dr. Giulia Calabretta, Delft University of Technology
UX STRAT
Why is a Digital Strategy Important?
Why is a Digital Strategy Important?
Tiffani Allen
Jazzy Innovations - Put Emotions in context presentation
Jazzy Innovations - Put Emotions in context presentation
Jazzy Innovations
Sentinel report q4 2015
Sentinel report q4 2015
Globant
UX STRAT Europe, Sarah Oey and Tim Loo, “Turning CX Strategy into CX Reality ...
UX STRAT Europe, Sarah Oey and Tim Loo, “Turning CX Strategy into CX Reality ...
UX STRAT
DIY UX Audit
DIY UX Audit
Somia Customer Experience
Brand Services – A user centric marketing tool
Brand Services – A user centric marketing tool
Christian Vatter
Designbrief
Designbrief
AlessandroSingh
NYU Talk
NYU Talk
Jace Grebski
[Webinar] How to engage teams in the digital era
[Webinar] How to engage teams in the digital era
Globant
31+ Startup Tools, Both Online & Offline
31+ Startup Tools, Both Online & Offline
Pixc
UX STRAT Europe 2018: Marta Alcañiz, BBVA
UX STRAT Europe 2018: Marta Alcañiz, BBVA
UX STRAT
Jazzy Innovations Startups Offer 2016
Jazzy Innovations Startups Offer 2016
Jazzy Innovations
CompleteGuideToMobileSuccess
CompleteGuideToMobileSuccess
George Miller
Design Services
Design Services
Neuronimbus Software Services
Eds portfolio
Eds portfolio
Edward Mc Elroy
La actualidad más candente
(20)
Agile Sprint Guide: A Preview
Agile Sprint Guide: A Preview
Mobile Apps and the Healthcare World
Mobile Apps and the Healthcare World
service experience summit shanghai 2014 stefan moritz
service experience summit shanghai 2014 stefan moritz
The 10 best uiux solution providers august 2017
The 10 best uiux solution providers august 2017
UX STRAT Europe 2018: Dr. Giulia Calabretta, Delft University of Technology
UX STRAT Europe 2018: Dr. Giulia Calabretta, Delft University of Technology
Why is a Digital Strategy Important?
Why is a Digital Strategy Important?
Jazzy Innovations - Put Emotions in context presentation
Jazzy Innovations - Put Emotions in context presentation
Sentinel report q4 2015
Sentinel report q4 2015
UX STRAT Europe, Sarah Oey and Tim Loo, “Turning CX Strategy into CX Reality ...
UX STRAT Europe, Sarah Oey and Tim Loo, “Turning CX Strategy into CX Reality ...
DIY UX Audit
DIY UX Audit
Brand Services – A user centric marketing tool
Brand Services – A user centric marketing tool
Designbrief
Designbrief
NYU Talk
NYU Talk
[Webinar] How to engage teams in the digital era
[Webinar] How to engage teams in the digital era
31+ Startup Tools, Both Online & Offline
31+ Startup Tools, Both Online & Offline
UX STRAT Europe 2018: Marta Alcañiz, BBVA
UX STRAT Europe 2018: Marta Alcañiz, BBVA
Jazzy Innovations Startups Offer 2016
Jazzy Innovations Startups Offer 2016
CompleteGuideToMobileSuccess
CompleteGuideToMobileSuccess
Design Services
Design Services
Eds portfolio
Eds portfolio
Similar a CX Audit Workshop
Design for Covid-19 Challenge Webinar 2: Ideation Phase
Design for Covid-19 Challenge Webinar 2: Ideation Phase
Aqeela A. Somani
Design Thinking: Ideation Techniques
Design Thinking: Ideation Techniques
Operational Excellence Consulting
Ideation webinar
Ideation webinar
Gathigia Njiiri
How to use Ai for UX UI Design | ChatGPT
How to use Ai for UX UI Design | ChatGPT
Think 360 Studio
Innovation Workshops for Digital Transformation: Business & Operational Persp...
Innovation Workshops for Digital Transformation: Business & Operational Persp...
Arnab Gupta
Prototyping As Mindset
Prototyping As Mindset
Boris Friedrich Milkowski
Sr_Art Director_F
Sr_Art Director_F
Ravishankar pottavatri
Agile tour 2018 from post it to prototype
Agile tour 2018 from post it to prototype
Dominik Katz
UX Kitchen Pitch Phase - Covid 19 Challenge
UX Kitchen Pitch Phase - Covid 19 Challenge
Gathigia Njiiri
From Strategy to User Experience - Meeting Design Is Everything
From Strategy to User Experience - Meeting Design Is Everything
Social Tables
Customer journey mapping and innovation
Customer journey mapping and innovation
Livework Studio
Customer Journey Mapping Workbooks
Customer Journey Mapping Workbooks
omnixco.com
From Big Bang to the final creative story - TNS Turkey & Unilever
From Big Bang to the final creative story - TNS Turkey & Unilever
Merlien Institute
UX/XD Workshop
UX/XD Workshop
Megan G. Johnson
Solving Design and Business Problems in 3 Days with Google Design Sprint by B...
Solving Design and Business Problems in 3 Days with Google Design Sprint by B...
Borrys Hasian
Product management in practice
Product management in practice
Bikram Gupta
Key Tactics for a Successful Product Launch by Kespry Senior PM
Key Tactics for a Successful Product Launch by Kespry Senior PM
Product School
Growth Sprint by Nadia Udalova (UX Camp Amsterdam 1Jun2019)
Growth Sprint by Nadia Udalova (UX Camp Amsterdam 1Jun2019)
Nadia Udalova
Strategy and Innovation Centers
Strategy and Innovation Centers
PBJS
A Complete Guide to Building a Ground-Breaking UX Design Strategy
A Complete Guide to Building a Ground-Breaking UX Design Strategy
Fibonalabs
Similar a CX Audit Workshop
(20)
Design for Covid-19 Challenge Webinar 2: Ideation Phase
Design for Covid-19 Challenge Webinar 2: Ideation Phase
Design Thinking: Ideation Techniques
Design Thinking: Ideation Techniques
Ideation webinar
Ideation webinar
How to use Ai for UX UI Design | ChatGPT
How to use Ai for UX UI Design | ChatGPT
Innovation Workshops for Digital Transformation: Business & Operational Persp...
Innovation Workshops for Digital Transformation: Business & Operational Persp...
Prototyping As Mindset
Prototyping As Mindset
Sr_Art Director_F
Sr_Art Director_F
Agile tour 2018 from post it to prototype
Agile tour 2018 from post it to prototype
UX Kitchen Pitch Phase - Covid 19 Challenge
UX Kitchen Pitch Phase - Covid 19 Challenge
From Strategy to User Experience - Meeting Design Is Everything
From Strategy to User Experience - Meeting Design Is Everything
Customer journey mapping and innovation
Customer journey mapping and innovation
Customer Journey Mapping Workbooks
Customer Journey Mapping Workbooks
From Big Bang to the final creative story - TNS Turkey & Unilever
From Big Bang to the final creative story - TNS Turkey & Unilever
UX/XD Workshop
UX/XD Workshop
Solving Design and Business Problems in 3 Days with Google Design Sprint by B...
Solving Design and Business Problems in 3 Days with Google Design Sprint by B...
Product management in practice
Product management in practice
Key Tactics for a Successful Product Launch by Kespry Senior PM
Key Tactics for a Successful Product Launch by Kespry Senior PM
Growth Sprint by Nadia Udalova (UX Camp Amsterdam 1Jun2019)
Growth Sprint by Nadia Udalova (UX Camp Amsterdam 1Jun2019)
Strategy and Innovation Centers
Strategy and Innovation Centers
A Complete Guide to Building a Ground-Breaking UX Design Strategy
A Complete Guide to Building a Ground-Breaking UX Design Strategy
Más de DMI
7 Trends & Insights MWC 2017
7 Trends & Insights MWC 2017
DMI
DMI 2017 Mobile Trends
DMI 2017 Mobile Trends
DMI
DMI – World Gaming Executive Summit
DMI – World Gaming Executive Summit
DMI
Top 10 Trends at MWC16
Top 10 Trends at MWC16
DMI
Top 10 Trends for Winners in Mobile 2016
Top 10 Trends for Winners in Mobile 2016
DMI
Don't Mobilize Your Business – Reinvent It
Don't Mobilize Your Business – Reinvent It
DMI
Innovation through Hackathons
Innovation through Hackathons
DMI
Cambodian Life - Living and Working in Phnom Penh
Cambodian Life - Living and Working in Phnom Penh
DMI
Mobile Application Security by Design
Mobile Application Security by Design
DMI
10 Design Trends 2015 - UX & UI Trends for Mobile Solutions
10 Design Trends 2015 - UX & UI Trends for Mobile Solutions
DMI
MWC 2015 - A Recap of the Key Announcements, Highlights and Trends
MWC 2015 - A Recap of the Key Announcements, Highlights and Trends
DMI
Top 8 Mobile Finance Trends 2015
Top 8 Mobile Finance Trends 2015
DMI
Top 8 Enterprise Mobility Trends 2015
Top 8 Enterprise Mobility Trends 2015
DMI
Top 10 Mobile Trends 2015
Top 10 Mobile Trends 2015
DMI
UX & UI Design - Differentiate through design
UX & UI Design - Differentiate through design
DMI
Winning the mobile user in 2015
Winning the mobile user in 2015
DMI
Golden Gekko presentation Google I/O 2014
Golden Gekko presentation Google I/O 2014
DMI
Golden Gekko Review of iOS8- for users and developers
Golden Gekko Review of iOS8- for users and developers
DMI
User Testing- guiding the way to success
User Testing- guiding the way to success
DMI
Golden Gekko, 10 burning questions on privacy
Golden Gekko, 10 burning questions on privacy
DMI
Más de DMI
(20)
7 Trends & Insights MWC 2017
7 Trends & Insights MWC 2017
DMI 2017 Mobile Trends
DMI 2017 Mobile Trends
DMI – World Gaming Executive Summit
DMI – World Gaming Executive Summit
Top 10 Trends at MWC16
Top 10 Trends at MWC16
Top 10 Trends for Winners in Mobile 2016
Top 10 Trends for Winners in Mobile 2016
Don't Mobilize Your Business – Reinvent It
Don't Mobilize Your Business – Reinvent It
Innovation through Hackathons
Innovation through Hackathons
Cambodian Life - Living and Working in Phnom Penh
Cambodian Life - Living and Working in Phnom Penh
Mobile Application Security by Design
Mobile Application Security by Design
10 Design Trends 2015 - UX & UI Trends for Mobile Solutions
10 Design Trends 2015 - UX & UI Trends for Mobile Solutions
MWC 2015 - A Recap of the Key Announcements, Highlights and Trends
MWC 2015 - A Recap of the Key Announcements, Highlights and Trends
Top 8 Mobile Finance Trends 2015
Top 8 Mobile Finance Trends 2015
Top 8 Enterprise Mobility Trends 2015
Top 8 Enterprise Mobility Trends 2015
Top 10 Mobile Trends 2015
Top 10 Mobile Trends 2015
UX & UI Design - Differentiate through design
UX & UI Design - Differentiate through design
Winning the mobile user in 2015
Winning the mobile user in 2015
Golden Gekko presentation Google I/O 2014
Golden Gekko presentation Google I/O 2014
Golden Gekko Review of iOS8- for users and developers
Golden Gekko Review of iOS8- for users and developers
User Testing- guiding the way to success
User Testing- guiding the way to success
Golden Gekko, 10 burning questions on privacy
Golden Gekko, 10 burning questions on privacy
Último
怎样办理伯明翰大学学院毕业证(Birmingham毕业证书)成绩单留信认证
怎样办理伯明翰大学学院毕业证(Birmingham毕业证书)成绩单留信认证
eeanqy
FULL ENJOY Call Girls In Mahipalpur Delhi Contact Us 8377877756
FULL ENJOY Call Girls In Mahipalpur Delhi Contact Us 8377877756
dollysharma2066
💫✅jodhpur 24×7 BEST GENUINE PERSON LOW PRICE CALL GIRL SERVICE FULL SATISFACT...
💫✅jodhpur 24×7 BEST GENUINE PERSON LOW PRICE CALL GIRL SERVICE FULL SATISFACT...
sonalitrivedi431
Abortion Pills in Oman (+918133066128) Cytotec clinic buy Oman Muscat
Abortion Pills in Oman (+918133066128) Cytotec clinic buy Oman Muscat
Abortion pills in Kuwait Cytotec pills in Kuwait
Escorts Service Nagavara ☎ 7737669865☎ Book Your One night Stand (Bangalore)
Escorts Service Nagavara ☎ 7737669865☎ Book Your One night Stand (Bangalore)
amitlee9823
Hire 💕 8617697112 Meerut Call Girls Service Call Girls Agency
Hire 💕 8617697112 Meerut Call Girls Service Call Girls Agency
Nitya salvi
Q4-W4-SCIENCE-5 power point presentation
Q4-W4-SCIENCE-5 power point presentation
ZenSeloveres
Peaches App development presentation deck
Peaches App development presentation deck
tbatkhuu1
call girls in Vasundhra (Ghaziabad) 🔝 >༒8448380779 🔝 genuine Escort Service 🔝...
call girls in Vasundhra (Ghaziabad) 🔝 >༒8448380779 🔝 genuine Escort Service 🔝...
Delhi Call girls
Editorial design Magazine design project.pdf
Editorial design Magazine design project.pdf
tbatkhuu1
Hingoli ❤CALL GIRL 8617370543 ❤CALL GIRLS IN Hingoli ESCORT SERVICE❤CALL GIRL
Hingoli ❤CALL GIRL 8617370543 ❤CALL GIRLS IN Hingoli ESCORT SERVICE❤CALL GIRL
Nitya salvi
Jordan_Amanda_DMBS202404_PB1_2024-04.pdf
Jordan_Amanda_DMBS202404_PB1_2024-04.pdf
amanda2495
High Profile Escorts Nerul WhatsApp +91-9930687706, Best Service
High Profile Escorts Nerul WhatsApp +91-9930687706, Best Service
meghakumariji156
➥🔝 7737669865 🔝▻ dharamshala Call-girls in Women Seeking Men 🔝dharamshala🔝 ...
➥🔝 7737669865 🔝▻ dharamshala Call-girls in Women Seeking Men 🔝dharamshala🔝 ...
amitlee9823
Abortion pill for sale in Muscat (+918761049707)) Get Cytotec Cash on deliver...
Abortion pill for sale in Muscat (+918761049707)) Get Cytotec Cash on deliver...
instagramfab782445
Top Rated Pune Call Girls Saswad ⟟ 6297143586 ⟟ Call Me For Genuine Sex Serv...
Top Rated Pune Call Girls Saswad ⟟ 6297143586 ⟟ Call Me For Genuine Sex Serv...
Call Girls in Nagpur High Profile
Escorts Service Basapura ☎ 7737669865☎ Book Your One night Stand (Bangalore)
Escorts Service Basapura ☎ 7737669865☎ Book Your One night Stand (Bangalore)
amitlee9823
UI:UX Design and Empowerment Strategies for Underprivileged Transgender Indiv...
UI:UX Design and Empowerment Strategies for Underprivileged Transgender Indiv...
RitikaRoy32
Anamika Escorts Service Darbhanga ❣️ 7014168258 ❣️ High Cost Unlimited Hard ...
Anamika Escorts Service Darbhanga ❣️ 7014168258 ❣️ High Cost Unlimited Hard ...
nirzagarg
WhatsApp Chat: 📞 8617697112 Call Girl Baran is experienced
WhatsApp Chat: 📞 8617697112 Call Girl Baran is experienced
Nitya salvi
Último
(20)
怎样办理伯明翰大学学院毕业证(Birmingham毕业证书)成绩单留信认证
怎样办理伯明翰大学学院毕业证(Birmingham毕业证书)成绩单留信认证
FULL ENJOY Call Girls In Mahipalpur Delhi Contact Us 8377877756
FULL ENJOY Call Girls In Mahipalpur Delhi Contact Us 8377877756
💫✅jodhpur 24×7 BEST GENUINE PERSON LOW PRICE CALL GIRL SERVICE FULL SATISFACT...
💫✅jodhpur 24×7 BEST GENUINE PERSON LOW PRICE CALL GIRL SERVICE FULL SATISFACT...
Abortion Pills in Oman (+918133066128) Cytotec clinic buy Oman Muscat
Abortion Pills in Oman (+918133066128) Cytotec clinic buy Oman Muscat
Escorts Service Nagavara ☎ 7737669865☎ Book Your One night Stand (Bangalore)
Escorts Service Nagavara ☎ 7737669865☎ Book Your One night Stand (Bangalore)
Hire 💕 8617697112 Meerut Call Girls Service Call Girls Agency
Hire 💕 8617697112 Meerut Call Girls Service Call Girls Agency
Q4-W4-SCIENCE-5 power point presentation
Q4-W4-SCIENCE-5 power point presentation
Peaches App development presentation deck
Peaches App development presentation deck
call girls in Vasundhra (Ghaziabad) 🔝 >༒8448380779 🔝 genuine Escort Service 🔝...
call girls in Vasundhra (Ghaziabad) 🔝 >༒8448380779 🔝 genuine Escort Service 🔝...
Editorial design Magazine design project.pdf
Editorial design Magazine design project.pdf
Hingoli ❤CALL GIRL 8617370543 ❤CALL GIRLS IN Hingoli ESCORT SERVICE❤CALL GIRL
Hingoli ❤CALL GIRL 8617370543 ❤CALL GIRLS IN Hingoli ESCORT SERVICE❤CALL GIRL
Jordan_Amanda_DMBS202404_PB1_2024-04.pdf
Jordan_Amanda_DMBS202404_PB1_2024-04.pdf
High Profile Escorts Nerul WhatsApp +91-9930687706, Best Service
High Profile Escorts Nerul WhatsApp +91-9930687706, Best Service
➥🔝 7737669865 🔝▻ dharamshala Call-girls in Women Seeking Men 🔝dharamshala🔝 ...
➥🔝 7737669865 🔝▻ dharamshala Call-girls in Women Seeking Men 🔝dharamshala🔝 ...
Abortion pill for sale in Muscat (+918761049707)) Get Cytotec Cash on deliver...
Abortion pill for sale in Muscat (+918761049707)) Get Cytotec Cash on deliver...
Top Rated Pune Call Girls Saswad ⟟ 6297143586 ⟟ Call Me For Genuine Sex Serv...
Top Rated Pune Call Girls Saswad ⟟ 6297143586 ⟟ Call Me For Genuine Sex Serv...
Escorts Service Basapura ☎ 7737669865☎ Book Your One night Stand (Bangalore)
Escorts Service Basapura ☎ 7737669865☎ Book Your One night Stand (Bangalore)
UI:UX Design and Empowerment Strategies for Underprivileged Transgender Indiv...
UI:UX Design and Empowerment Strategies for Underprivileged Transgender Indiv...
Anamika Escorts Service Darbhanga ❣️ 7014168258 ❣️ High Cost Unlimited Hard ...
Anamika Escorts Service Darbhanga ❣️ 7014168258 ❣️ High Cost Unlimited Hard ...
WhatsApp Chat: 📞 8617697112 Call Girl Baran is experienced
WhatsApp Chat: 📞 8617697112 Call Girl Baran is experienced
CX Audit Workshop
1.
© 2016DMICONFIDENTIAL&PROPRIETARY CX AUDIT WORKSHOP
2.
© 2015DMICONFIDENTIAL&PROPRIETARY This is an
innovation workshop conducted with customer or stakeholders in the form of a journey. The audit to be conducted at any given stage of the product journey to validate the business needs, thought processes, influences, touchpoints, user needs with intended goals. Target the overlaps between stages of the customer journey to drive engagement and enable transition the customer. Additionally it helps: ● to understand, analyse and diagnose experiences. ● to identify problems, possible opportunities and setting of priorities. ● customer/ stakeholder to have a clear understanding of experience. WHAT IS THIS? CX AUDIT WORKSHOP
3.
© 2015DMICONFIDENTIAL&PROPRIETARY Pre-requisites for the
session: ● Inform the potential participants for the purpose. ● Preferably block their calendars. ● Schedule a workshop with them, at their location. This will enable full attendance. ● Invite the stakeholders invested in this project. No more than 7. PLANNING THE CX AUDIT | 1-2 hours CX AUDIT WORKSHOP ● Print the Customer Journey poster in actual size. ● For the workshop, bring post-its (3 colors/3x3), voting circular stickers/dots and felt tip fine point markers. ● You will need ~2 hours, meeting room, and wall to put the customer journey poster.
4.
© 2015DMICONFIDENTIAL&PROPRIETARY CX AUDIT POSTER CX
AUDIT WORKSHOP Y1 Y2 Y3 X
5.
© 2015DMICONFIDENTIAL&PROPRIETARY Use this process
to formulate an experience journey understanding and path towards the goal: CX AUDIT CX AUDIT WORKSHOP Awareness Consideration Purchase On Boarding Project Engagement Results Renew Customer Goals Engagement Experience Business Goals Y1; X1 Y2; X1 Y3; X1 Y1; X2 Y2; X2 Y3; X2 Y1; X3 Y2; X3 Y3; X3 Y1; X4 Y2; X4 Y3; X4 Y1; X5 Y2; X5 Y3; X5 Y1; X6 Y2; X6 Y3; X6 Y1; X7 Y2; X7 Y3; X7
6.
© 2015DMICONFIDENTIAL&PROPRIETARY ● Start with
Y1 in X1, followed with Y2 and Y3 in X1. One at a time. ● Use different color post-its for Y1, Y2 and Y3. ● Go through Y1 (Customer Goals), Y2 (Engagement Experience) and Y3 (Business Goals) with X’s in a flow. ● The lead facilitator can briefly talk about Xs at each level. This will optimize the workshop. RUNNING THE CX AUDIT | 1-2 hours CX AUDIT WORKSHOP ● Everybody writes their thought / belief on a post-it, reads aloud, and puts it in the space. ● Encourage participants to add post-it, despite of duplication of other’s thoughts.
7.
© 2015DMICONFIDENTIAL&PROPRIETARY RUNNING THE CX
AUDIT | 1-2 hours CX AUDIT WORKSHOP On completion of all Xs: ● Have the group vote (using dots) for the strongest points under customer goals, engagement experience or business goal which needs attention across 7 stages (10 mins). ● Have each individual do design thinking and propose a solution / recommend an idea for the point which received maximum votes (5mins). ● Take photos of everything and capture the attention requiring areas as a key part of the workshop. ● Mention the next action. ● Thank and applaud the participants.
8.
© 2015DMICONFIDENTIAL&PROPRIETARY ● Create a
visualization of CX audit. ● Highlight the gaps / innovation possibilities / improvement areas with recommendations. ● Share with customer / participants in form of soft copy. If possible, walk them through. ● DMI sales contact or AM to follow up and look for future possibilities. DELIVERABLE POST CX AUDIT CX AUDIT WORKSHOP
9.
© 2015DMICONFIDENTIAL&PROPRIETARY CX AUDIT POSTER CX
AUDIT WORKSHOP
Descargar ahora