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CX COACH offers a variety of formats so that you and your team get what you want in the way that fits your needs best.
Your CX Coaches are skilled at pinpointing issues, overcoming roadblocks, and helping you create alignment. If you're clear, everyone else get focused and get to work!
Just you and me. First, we get to know each other and frame up your goals (no charge). Then, we get to work! Our Coaches will bring as much-or as little-structure as you like.
Regular sessions with your team help build alignment and speed progress toward shared goals. Your Coach will put special emphasis on accountability and design thinking.
Join a cohort of non-competing CX leaders who want to grow their skills and expand their knowledge. Field trips are often used to accelerate learning.
Get the benefits of targeted coaching for a team or group at your choice of venue (at work or somewhere fun). Workshops are carefully designed to make progress and inform decisions.
You and a Coach (and your teams) visit the front-line at your (and your competitors') businesses. You assess first-hand the service, the experience, as well as operations. The insights flow into journey maps and your CX strategy.
A year-long program with specific learning objectives and practical application in the workplace of what you learn. This is a bi-monthly engagement with on-site options.
Customer and Employee Experience Strategy, Organizational Alignment, Idea-to-Done (Accelerated Innovation), Competitor Analysis, Business Plans, Operating Plans
Voice of the Customer, Customer Insight, Understanding, Real-Time Research, Crowd-Sourced Research, Expert Panels, Competitor Shopping, Undercover Visits
Organizational Adoption and Accountability, Stakeholder Alignment, Internal Communications, Training, Internal and External Influencer Programs, Design Thinking
Customer and Employee Experience Design and Improvement, Innovation Management, Journey Maps, Personas, Business Design, Stakeholder Diagrams, Experience Prototyping
Cultural Architecting, Brand Standards, Values-Based Management, Adaptive Enterprise Design, Customer Councils, Decision-Making Approaches, On-Boarding
Metrics, Measurements, and ROI, Multi-Channel Approaches to Optimizing Experience and Costs, Opportunity Cost Analysis, Turning Data Into Stories, Progress Assessments
How do I develop a vision? How do I make sure others 'get' it? How can I get others to follow my lead? How do I know what customers want?
How do I manage change? How do I decide what to change? What is the right amount to change at once? How do you maintain a change program?
How does digital transform the customer experience? What is the right thing to transform? How do you transform an entire company?
What should I innovate? How do I set up an innovation program? How should I decide what to pursue? How do I accelerate ideas?
How am I coming across? Is my message compelling? What should i emphasize? How much information should I share?
Is the message clear enough? Who should I communicate with regularly? Which media should I use? Do I need permission before pressing send?
How do I make sense of everything? What do I focus on first? What's most critical? How do I make a positive difference?
How do I get things done with little or no budget? When do I ask for help? How can I encourage alignment with other departments and teams?
What's the secret for getting everyone on the same page? How do I get people who don't work for me to do what's needed?
Do I need a personal brand? Inside only or outside too? What should I 'be' about? How do I get started? How loud is too loud?
What should I be learning in advance? What should I have my team learn? Do we have time to learn when we are so busy?
What authority should I give my team? How much control should I keep? Does everyone need the same level of empowerment?
CX Coaching can be powerful for you and your teams. Tighter focus, fewer obstacles, faster results.
Please invest a half-hour to speak with one of our coaches to find out how we might work together.
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