Avaya | CX The Definitive Planing Guide

The Definitive Planning Guide To Exceptional Customer Experience

After you start the Definitive Guide, your answers will be saved and you can return at a later time to add more detail, or share with your team for additional input. Once you hit submit, regardless of the amount of content you entered, you’ll receive an email with a link to access or add to your provided information.

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Use this form to document your customer experience strategy.

Who is your customer? Give them a personality and describe their key characteristics and service expectations.

In three sentences, describe the ideal experience customers should have when they interact with your organization.

What are your organization’s top five guiding principles and values when servicing customers?

What is the single ultimate outcome you want to achieve from effectively supporting your customers?

Based on the information entered, articulate your customer experience vision statement in two or three sentences.

What Key Performance Indicators (KPIs) and metrics do you currently use to measure your customer experience? Name 5-10, indicate which ones you are consistently achieving successfully.

Are there other metrics you wish you were tracking or believe would be beneficial to measure? List 3-5.

What are your goals for improving performance? List 3-4 measurable goals for improvement.

List the top five challenges your organization needs to overcome to fully deliver on your customer experience vision.

How are these challenges the same or different from your top three competitors? Please assess your ability to overcome these challenges relative to your competition.

What one step can you take today to begin to overcome your most critical challenge?

Define the steps in your buying journey. How, when and where do your customers interact with you?

Describe the tools and methods your organization uses to analyze customer feedback and behaviors.

What is the biggest gap between the customer experience you deliver today versus the experience your customers expect?

List the tools and skills needed to overcome each of your challenges from question 3.

Challenge	Needed Skills	Needed Tools
Challenge 1
Challenge 2
Challenge 3
Challenge 4
Challenge 5

What are the top three things you need to accomplish now to improve your customers’ experience?

What initiatives are currently underway to support the top three things you need to do as described in the question above?

What key investments (technology, people, facilities, etc.) do you plan to prioritize in the next 12 months? Why?

What teams, departments or lines of businesses do you need to help you achieve your customer experience vision?

How can you involve these stakeholders in the finalization of the strategy to enhance organizational buy-in?

For each stakeholder group, list three behaviors that support your customer experience strategy you would like to see emulated by others in the organization.

What customer experience outcomes will these behaviors drive? List three.

What overall business outcomes may result from these behaviors?

Identify what changes your organization should see in the first 30, 90 and 180 days of launching your strategy.

In six months, what are the top three things you expect to change the most?

Describe the experience your customers can expect after 30, 90 and 180 days.

How can you keep key groups, departments and lines of businesses engaged to ensure success? Name three to five ways.

How do you plan to keep external customers involved as part of your ongoing customer experience strategy? What role does digital transformation play in this process?

How can you get the word out internally and externally about success along the way? Name three ways as the beginning of your communications plan.