Heart of the Customer’s team of experts will help you build out your CX program roadmap and sustainable customer-centric operations that deliver measurable results.
CX Maturity Assessment
Formally assess your organization’s CX program maturity and start establishing and managing CX as a discipline. Align on existing CX program maturity gaps and prioritize tangible ways to develop core CX competencies. Set in motion a cultural shift at all levels of the organization that evolves beyond product-centricity to customer experience-centricity.
CX Program Roadmap
Leveraging Qualtrics’ XM Operating Framework, the CX Loyalty Flywheel, and proven change management principles, we will co-create the roadmap identifying the key opportunities and program structure recommended for a change making CX program.
CX Governance
Stand up a new cross-functional governance team with the input from senior leaders, including establishing roles, a CX vision, and a path of how decisions are made.
CX Technology
Our experienced consultants will help you figure out what’s working, what’s not, and how to make the most of customer experience technology platforms. We’ll develop a strategy tailored specifically for you so that you can build a CX tech stack that achieves your business goals.
At RTI, our mission is to improve the human condition, and our partnership with Jim and his team at Heart of the Customer to strengthen our CX program has allowed us to bring more impact to those we serve. As a science-based organization, we resonate with their data-driven and technology-enabled approaches, and the importance placed on intentional change management in shifting an organization’s culture to be more customer centric is spot on.
I have never worked with a company that is so passionate about the customer and about the opportunities that we have within our industries by using a robust tool like a Customer Journey. It takes a level of expertise to not only thoroughly understand what it takes to build a customer journey, but how to use it within the organization to influence key decisions. Hands down, great work by HoC! Looking forward to our next project.
HPE’s Technology Services Portfolio turned to Heart of the Customer for an unbiased view of the customer journey, Moments of Truth along the journey to prioritize strategic initiatives, and a clear, unifying vision of what the future journey should look like in three years.
