Adapting Xperience Ecosystem Framework
Main Use Cases
The Xperience Ecosystem Framework can help you design and optimize the many aspects of your CX practice whether you operate in the digital, B2B, or B2C space. Here are some use cases:
Design: The framework helps you collect, design and align your experiences with your customer journey.
- Customer Experience Strategy
- Buying Experience
- Customer Onboarding Experience
- Renewal Experience
- Repurchase Experience
- Support (Contact Center) Experience
- Customer Community Experience
- Partner (Channel) Experience
Operation: The framework helps you collect, optimize and align your operating model and bring the operation closer to your customers.
- Bring Voice of the Customer to Product Development
- Bring Voice of the Customer to Operations
- Create the CX Governance Body
- Optimize Closed Loop
- Create Communication Strategy
Measurement: The framework helps you develop metrics that identify critical touchpoints, journeys, and customer care episodes, and calculate the economic value of the experiences that your business delivers. In addition, it helps conduct your data inventory which allows you to achieve better measurement and better results.
- Customer Lifetime Value
- Customer Value (Customer Perceived Value)
- Product & Service Quality
- Trust and Loyalty
- Emotion and Empathy
Culture and Employee: The framework helps you develop your customer-centric mindset to empower your employees, who are more likely to recommend their organization to their friends and most likely to deliver engaging experiences to customers.
- Employee Journey
- Employee Onboarding
- Employee Communication