What Is a Customer Experience Chain?



368

Paul Pember, Customer Service Specialist, explains the concept of the customer experience (CX) chain and how it can benefit organizational change.

In this video Paul explains:

  • What the CX Chain Is
  • The Five Key Areas of the CX Chain

If you want to find out what else was discussed in this webinar, you should watch the replay How to Transform CX next

Video Transcript:

What Is a CX Chain?

For me, the chain is a model that is a structured, coordinated, and organized way to continually
listen, learn and change.

The Five Key Areas of the CX Chain

There’s five key areas of it.

Example CX Chain

The first is the data. All of the different types of data that you have in your organization.  Data can sometimes be quite siloed, so it’s really important to identify the different data sets you have in your organization.

Then it’s important to turn that data into some kind of insight. There’s no point sending that out to the organization in a raw format.

  • So how do you tell a story?
  • How do you build the picture?

And then based on that, what are the key things that you’re going to focus on as an organization? Over the next 12 weeks or the next six months? And then how do you redesign?

Paul Pember Headshot

Paul Pember

How do you have the hands in the organization to help the business areas to redesign processes, policy and tech, and it’s that cycle of change.

So for me, that’s the chain.

And if one part is missing, the chain breaks.

This video was recorded when Paul Pember was a panellist on our 2022 webinar ‘How to Transform CX

For more video insights visit callcentrehelper.com/tv

Published On: 25th Oct 2022 - Last modified: 1st Nov 2022
Read more about - Call Centre Helper TV, , ,


Recommended Articles

What is a CX Code
What Is a Customer Experience Code?
Customer feedback concept
11 Best Practices for a Voice of the Customer Survey
A picture of recording software on a monitor
How to Manage Large Call Recording Platforms
Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.

Choose the content that you want to receive.