Why You Should Consider Hiring a CX Consultant For Your Next Project

Whether you are looking to establish your customer experience (CX) practice or take your current model to the next level, a customer experience consultant is key in helping you realize your potential and drive actionable change. With experience in designing and implementing CX programs in organizations like yours, CX consultants are able to understand and align all aspects of your unique brand. As experienced CX consultants,  the Xperiente team understands the role culture plays in embracing CX and can create an organization-wide foundation to put CX at the center of everything you do. We thoroughly examine the skills, platform and investment required to successfully execute your practice. 

Before hiring a consultant, it is important to understand the gaps in your current CX delivery that are preventing your customers from receiving their optimal experience. Then, ask yourself the following questions to see if you can benefit from hiring a CX consultant. 

IS YOUR CX STRATEGY COMPREHENSIVE? 

Connect your silos into consistent and personalized experience delivery.

Too often, parts of an organization map their segment of customer journey independently, so there is no cohesive company-wide foundation for improving experiences. Without a comprehensive strategy and complete cross-departmental alignment, experience delivery goals and actions remain inconsistent and you can’t achieve overall success. 

Not only must management be aligned to set priorities, define success and create actionable plans, company values must align with this execution as well. Company culture is at the root of how organizations function-- and customer centricity should be embedded here. When employees understand their impact and put the customer at the center of everything they do, customer experiences are set to improve. 

It is key that CX consultants not only recognize the value of culture, but also translate this customer-centric strategy into an actionable plan. This is made possible by outcome-oriented journey mapping, where a consultant can identify critical customer touchpoints and create a roadmap to implement forward moving actions. 

Our CX consultants will:

• Set up framework that aligns departments. 
• Assess key touchpoint areas based on customer feedback.
• Create an effective communication framework.
• Highlight critical areas of improvement. 
• Identify how employees impact customer experience and drive change. 

DOES YOUR CX PRACTICE DRIVE ACTIONS? 

Turn the framework into practice to drive action.  

When put into practice, your established framework should be driving actions. When a company lacks consistently actionable information, it is difficult to see real change and improvement. Management may not be aligned or recognize what action should be taken when.

In order for the CX practice to drive action, three key things are required in the framework. First, you need a governing body with the power to make things happen; a cross-functional team that can recommend, prioritize, and drive transformation and push projects from implementation to completion. Next, you need to address operations with a system that allows you to manage all the moving parts, resources, prioritizations, and customers. Finally, you want analytics that will help you understand the daily functioning and outcomes of your practice and make data-driven decisions based on factual evidence and customer feedback.

Our CX consultants will:

• Define and help you set up governing body. 
• Identify operation processes and key success criteria.
• Help gather customer data fit for analysis.  

ARE YOU USING THE RIGHT METRICS?

Define a set of CX metrics relevant to the importance of the customer journey.

Metric management is key to journey mapping and implementing a new or upgraded CX strategy. However, if you are not using accurate metrics, you can’t have an accurate understanding of what is working and what is not. 

Many organizations use solely the outcome metrics of survey scores, driving behavior of “chasing the score”, rather than working on the behind-the-scene operations that are responsible for the scores. It is important to identify the right survey metrics for your organization and implement only ones that are relevant to your business. Metrics should bring insight into cross-functional experiences and, most importantly, drive action moving forward. 

Our CX consultants will:

• Identify the right metrics to use that are aligned to your objectives.
• Demonstrate when and how often to use these metrics. 
• Guide you in how to translate metrics data to drive actions and help make better decisions. 

The right CX strategies for your business lead to increased customer retention, higher revenue, increased engagement and loyalty scores. Working with a good CX consultant means you don’t have to go it alone and can rely on an experienced guide to identify and execute businesses who have committed and invested in a CX strategy and consultant. 

When you work with Xperiente, our CX consultants have the knowledge, depth of experience and capabilities to drive real improvements within your organization. 

Xperiente consultants promise to:

1. Operationalize your CX strategy and set up a roadmap to drive your model to the next level.
2. Embed best practices into your business to drive continual improvement. 
3. Help your business realize the highest return on your CX investment.