THE HOLISTIC ORGANIZATION: Operationalizing customer-centricity for your unique company

SIMPLE INTERVENTIONS: Pragmatic and simplified methods to identify & isolate “delicate interventions” for CX program success

CHANGE MANAGEMENT: Friction-reducing approaches to get more people behind a CX axis-shift and build momentum

ENGAGEMENT: Strategic communications and tools to empower employees as an integrated part of CX management

Low Risk Quick CX Wins Designed for Your Organization

Our Focus

Low Risk Quick CX Wins Designed for Your Organization

What is the Customer Experience?

How it’s broadly characterized: Customer experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction includes a customer's attraction, awareness, discovery, cultivation, advocacy and purchase and use of a service.

What it could be: The sum-totality of how employees engage with customers plus how your customers engage with your company and brand through the entire life-journey of being a customer.

(We believe the customer journey actually begins before the customer engages with the company.)

of CEOs believe their company is delivering a superior customer experience

Low Risk Quick CX Wins Designed for Your Organization

80% 8% of their customers agree. *

*Bain & Company

The Most Important Customer Experience Fact:

but only

How well do you “think” you understand your customers?

How well equipped do you “think” you are to serve them with that understanding?

How well do “think” you are able to map the journey and identify the disconnects?

How well do you “think” your employees are equipped to manage experiences?

Where do you “think” your biggest/quickest CX wins are hidden?

How much potential revenue do you “think” is trapped in your company’s CX gap?

Asking the Right Customer Experience Questions

Most organizations already know where their customer experience gaps are, however:

- They lack momentum to improve the customer experience

- They’re challenged to translate CX to organizational value to gain broad leadership buy-in

- They’re not certain how to prioritize and balance investment in CX

- They cannot agree how to measure customer experience

- Leaders lack the authority to execute holistic CX programs, successfully

The answers may be closer than you “think.”

Relative Value To The Organization

Relative Value To The Customer=

Creating Relative Value To The Customer

The Ability to Respond and Change=

The Ability to Respond and Change

Removing Organizational Resistance=

Removing Organizational Resistance

Finding quick wins, building momentum, demonstrating success=

Customer Experience Management is a basic equation:

The Traditional Path Vs. The CX Pilots Agile CX Path

• Lengthy & generic survey processes • Mounds of paper and presentations • Months to determine priorities • Endless fights to secure budget • Frustration to identify actionable initiatives • Cost and timing challenges creates friction • Movement to high impact initiatives is slow

• Quickly determine high value initiatives • Pinpoint highest customer value • Drive down the path of least resistance • “Bake-in” initiatives with assessments • Execute pilots that produce big wins • Remove organizational friction • Pave the way for higher impact initiatives

Traditional Consultants Agile CX consultants

Making CX Work For Your Organization

1. Simplify the work of building better customer experience competencies

2. Improve your understanding of customers across the enterprise to serve them better

3. Reduce the risk, cost and time to implement priority CX initiatives to achieve quick wins

CX Flight Check: Measuring The Customer Experience

Strategic Alignment

Awareness of Customer

Design Practices

Governance & Support

Customer Channels & Touchpoints

Performance Measurement

Customer Communications

Customer Culture

Platforms and Frameworks

Know Your Organization’s Customer Experience Interaction Aptitude

Know Your Organization’s Customer Experience

Delivery Aptitude

Know Your Organization’s Customer Experience Management Aptitude

The CX Compass: The Road Map to CX Optimization

Actionable intelligence to set the right direction and priorities

CX Flight Check

Priority 1Initiatives

Priority 2Initiatives

Priority 3Initiatives

Priority 4Initiatives

Priority 5Initiatives

Priority 6Initiatives

Priority 7Initiatives

Know Your Organization’s Customer Experience Interaction Aptitude

Know Your Organization’s Customer Experience

Delivery Aptitude

Know Your Organization’s Customer Experience Management Aptitude

CX Pilot Interventions

Pragmatic & simplified

Quicker wins

Modular and manageable

1

2

3

4

5

6

Easily measurable

Engages employees

Creates organizational momentum

CX Pilots are modular and iterative interventions that accelerate success for building long-term customer experience gains

Low Resistance Low Cost

High Resistance High Cost

High Customer

Value

Low Customer

Value

Organiza

tional

Value We provide a systematic

approach for focusing on and plotting quick wins that help CX leaders prioritize and focus on the things that matter most with the least organizational resistance.

Mapping CX Pilots

CX Flight Check CX Compass

The CX Pilots Experience

60 days Two pilots: 60 - 90 days

interaction pilot

interaction pilot

interaction pilot

delivery pilot

delivery pilot

delivery pilot

management pilot

management pilot

management pilot

1. We engage organizational leadership while assessing the organization’s current state

2. We execute CX flight check and create CX compass in 30 - 45 days

3. CX mapping to identify initial two pilots with least resistance and highest value

4. Plan initiatives and engage internal teams to execute internal pilots

5. Gain client commitment to 1) Flight Check, 2) Compass and 3) Two initial Pilots

6. Budget must NOT exceed $200,000 for CX flight check, CX compass and initial 2 initiatives

Defining the CX Pilots Client Experience

Our approach assesses company’s current state, identifies critical CX gaps, maps and implements two/three high value pilots in less than six months.

Why CX Pilots?

CX Pilots solves the problem that prevents good organizations from realizing the benefits of strategic CX Programs.

We create a clear path for organizational leader helping them identify and address key customer deficiencies across multiple channels and touch points with process and communications improvements.

We improve the way companies manage the customer experience.

We help you increase your organization’s

customer experience INTERACTION aptitude

We help you increase your organization’s

customer experienceDELIVERY aptitude

We help you increase your organization’s

customer experience MANAGEMENT aptitude

current state

future state

What is more important to your bottom line than the experience your customers have with your company?

Low Risk Quick CX Wins Designed for Your Organization

About CX Pilots

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CX Pilots is a new voice, idea and approach to CX programs. Our strategic approach helps the C-Suite down to the front line, close the gap between the organization and its customer while lowering the cost of CX Program implementation. 100% of CX Pilot’s program implementations decrease the risk inherent in embedding Customer-centricity into the organizations while speeding up the cycle time to start seeing quick wins.

CXPILOTS.COM Copyright © 2016. CX Pilots, Inc. All rights reserved. 002-061616

Contact: cxpilots.com Steven Keith, Founder/CX Program Architect steven@cxpilots.com (919) 771-5219

We are momentum-builders who know how to create internal coalitions, eliminate program and adoption friction by partnering with leadership on the goals and initiative execution, and engage employees in incremental digestible change programs and that ultimately yield critical CX outcomes. CX Pilots predicates is success on more meaningful, in-depth and precise CX Maturity assessments that are built custom to each organization.