Pilot high impact CX
A 12-week pilot to discover the benefits of high impact CX for your organisation.
Map the journey
During a 2.5 hour workshop we map the transactional ánd emotional journey with employees representing all departments.
Find the drivers
We send a customized survey to customers how have recently experienced the journey to learn what matters to them.
See the results
Based on smart statistics and using an insightful quiz we energize everyone to start experimenting with the key drivers.
Convince the board
I know you want to convince your board and prove that Customer Experience matters for your organization to make a difference.
In order to do that, you need to speak the language of the organization, meaning you need hard, steerable data to prove Customer Experience can impact business outcome.
The problem is that most Customer Experience methods are very soft and fluffy, making it very difficult for you to convince your organization that they should prioritize your program.
"The future of growth is experience-led and customer-centric" - McKinsey '22
Prove it with a pilot
I believe that all CX professionals want to make a difference and add measurable business value to their organization.
I understand how difficult is to find your way amongst all those CX hypes, tools, agencies and opinions.
That is why, based on my PhD and 20+ years in successful, global CX transformation programs, I have developed a 12-week pilot that is guaranteed to convince your organization that CX adds value.
Boost your CX transformation
So you can stop trying to persuade your organization by explaining again and again that CX matters, hoping that in the end they will embrace it.
And instead run a pilot that uses smart statistics to pinpoint exactly what customers value most and that helps employees know where they can make the biggest difference in their daily work.
Kickstarting a successful Customer Experience transformation program that will show an increase in NPS or SAT within 3 months and can be scaled to 10+ locations within 1 year.
3 easy steps start your high impact CX pilot
Here’s how we do it.
- We map the journey of impactful customer experiences (ie. ordering, onboarding, applying, etc.) ;
- We design the survey to send to customers who have recently experience that journey;
- We use smart statistics to find the drivers that have the biggest impact and share the results with all stakeholders;
In only 12 weeks we go from our journey mapping workshop to sharing the results and creating excitement across the entire organisation.
Board embraces CX
Smart statistics turn this soft topic of CX into hard, steerable insights that help prioritize the right improvements.
Employees are energized
Translating the insights into concrete experiments and an energizing campaign will inspire employees to join.
Results within 3 months
See an increase of NPS or C-SAT on the pilot journey within 3 months due to impactful improvements.
Leadership embraces CX
They ask you(r team) how they can lead by example.
Employees feel energized
They use your CX insights in their daily work.
Other departments reach out
Together we work towards developing your organisations CX potential
What clients say
“I’ve always had a strong belief in the importance of customer centricity. In cooperation with Zanna, we have been able to implement a data-driven approach to find what really drives a great experience, combined with a lot of inspiration and energy across our offices to experiment with the insights to improve the experience of our candidates and clients. We were able to quickly scale the approach to multiple countries and continue to build a distinctive 9+ experience across Egon Zehnder.”
Natascha van Boetzelaer
Egon Zehnder
“With this methodology I’m able to fulfill my goals to improve both the functional and emotional experience in our candidate, customer and employee journeys. Our consultants now know exactly where to make the difference for their candidates and clients. This gives them a great energy boost and even more purpose. It brings Randstad measurable results in increased satisfaction, NPS and profitability. After the start in Belgium, we are now in the middle of a global rollout.”
Caroline de Roose
Randstad
“The FTR program worked its way through the entire customer chain to find solutions for unnecessary customer contact. Besides a significant 25% decrease in contact volume over 3 years, an equally important legacy is the impassioned conveyance of all ins & outs surrounding Customer Experience management, the sparring partner for me as a manager and source of inspiration, always ready to take the next step. Thank you!”
Maud Martens
OHRA
Ready to deliver more impact with Customer Experience?
Apply for a CX pilot intake and together we will discover how you can map the journey, find the drivers and share the results to mobilize the organisation!