Customer Experience Management

Accelerate becoming a customer-centric organization.

We accelerate your transition to a customer-centric organization by setting up customized Customer Experience Management. With this we focus on organizing valuable customer experiences throughout the entire customer journey and in all channels.

The purpose of CX Management

We ensure that organizations can respond quickly to changing customer needs. Together, we discover the key factors for sustainable customer-centric transformation, including behavior, skills, technology, appropriate governance and steering for customer experience.

Customer Experience Management-1

"Customer Experience Management is never an end in itself. It is a means to be and remain even more meaningful in the lives of your customers."

Our approach: your CX travel guide

When setting up Customer Experience Management, we use the CXPA framework, which consists of six pillars: strategy, understanding, customer journey, metrics, governance and culture.

We are your CX Travel Guide: your tour guide for targeted growth in customer centricity. Together, we determine your ambition and focus, then map out routes to further develop your Customer Experience, tailored to the context and type of organization. Although there are three commonly chosen routes, some organizations also have their own paths within these main streams. So there is no set path to realize the desired experience for your customers. Above all, make it your own path, tailored to your organization and the stage it is in. The three commonly chosen paths are:

Customer Experience Management flow

Think first, then do and share

To gain an understanding of the situation, start by gathering information. The focus is on facts, objectivity and logical consistency. Then you move on to doing and sharing.

Do first, then think and share

You learn and improve by actually doing, with a preference for a pragmatic approach, entrepreneurial and focused on innovation.

Share first (culture) and then think and do

This path emphasizes collaboration and sharing. In doing so, you want to learn from each other. Everyone is involved and the approach is broader than traditional silos.

Leon Bosma
Leon Bosma
Senior Consultant

Set up your Customer Experience Management with us.

And accelerate your transition to a customer-centric organization. Don't hesitate to contact Leon Bosma today for a no-obligation consultation.

Our other Customer Experience services

Find out what else we do for customer centricity: CX maturity analysis, Customer Strategy, Journey Management and Service Innovation