Customer Experience 101
The Problem.
After receiving a request for customer experience “elevator pitch” for my client’s leadership and staff, our team recognized the need for a single source of truth for CX principles within the client team. We pitched the idea of a “CX 101” deck to the client, who agreed that a document of this sort could not only serve as a useful tool for communications but could also assist in onboarding future staff. We wanted to create a “self-service” deck that included federal CX guidance and mandates, basic CX definitions in a glossary, the benefits of CX, additional learning resource recommendations, best practices for methodology, and CX methods to begin building out an CX framework for the organization. Ultimately, the team wanted to provide standardized language to create a baseline understanding of CX within the client team that could enable successful internal and external communication through a unified voice as well as shared terms and meanings.
The Process.
To begin, I determined the elements required in a CX 101 deck. These included an overview of federal CX guidance and mandates, basic CX definitions in a glossary, a description of the benefits of CX, additional learning resource recommendations, best practices for methodology, and CX methods to begin building out a CX framework for the organization. I developed these elements over the period of a month, consulting other CX teams at Booz Allen for input as well as utilizing external sources such as books, websites, and videos, all of which were included the resource recommendations for further learning.
The Solution.
The output of this work is a digestible, well-designed deck that gives readers a clear understanding of customer experience and how it can be implemented in a federal context. The deck was refined after receiving feedback as part of the development process from select client team staff.
