You are a brand in a complexindustry with many constraints, heavy capital structure and an acquisition or two under your belt.
Although you are a market leader, but you are afraid of your rapidly changing industry. Customer experience is the strategy battlefield today, but for you, the investment to build a personalized experience is much higher than for the smaller startups that are coming in the market.
You have put customer experience at the core of your 5 year plan, but you do not have anyone on your team dedicated to working on CX.
You do not know who to hire first, where the group should sit, or how to infuse the CX discipline in the business.
You are a BtoB business that is shifting to BtoC. With that shift, your target customer's expectations increased exponentially.
You need to redesign your internal organization and culture to exceed your new customer expectations and gain market share. You have no resources to transform your business to focus around the new journey for your new customers.
You need to design omni channel customer experiences and service modelto support your customers' evolving needs across channels.
You need to design omni channel customer experiences and service model to support your customers' evolving needs across channels.
You offer great customer experience. You need to scale as you are rapidly growing.
You need to create standards, policies and procedures that empower and enable employees to deliver the exceptional customer service you offer in a global scale.