Growing in Customer Experience; working on CX competency development

Solution

Using our CX framework, we formed a picture of the current situation with (data) analysis, self-assessments and interviews. This current situation provided a picture of where challenges and opportunities lay for growth in CX. In addition, we advised on opportunities and challenges in the area of further developing CX competence in the organization. With these shared insights, we created a CX roadmap with short- and longer-term activities that score well on high customer impact and feasibility within the organization.

"This analysis helped us a lot to form a common view and focus on opportunities and challenges we have to grow further in our customer experience in the coming period. By having a dialogue with each other about this, different images, interests and perspectives have been addressed and we can now accelerate."

Bram Drewes - CX director Vattenfall NL