Customer Experience Consultant’s Role

As your Customer Experience Consultant, in addition to my passion for delivering an exceptional experience customer I am fluent in the six primary competencies that are required knowledge for a customer experience professional.

Gerry Criscenzo, President, Founder, Advanced Service Knowledge

1. Customer-Centric Culture

  • Drive employee engagement and involvement — from the front lines to the executive suite
  • Develop and deliver ongoing CX interaction training to employees
  • Develop communication strategies and tactics to share the importance of CX with employees, customers, and the company
  • Collect and share stories of CX excellence to your company’s team to foster engagement

My Knowledge Includes:

  • Best practices for cultivating a customer-focused culture
  • Internal and external marketing, promotion, and communications
  • Employee hiring, training, and coaching
  • Employee engagement strategies
  • Reward and recognition strategies

Skills and Abilities:

  • Problem solving skills
  • Relationship building skills
  • Ability to coordinate diverse resources to create value
  • Ability to engage “hearts and minds” of an organization across employee groups
  • Ability to align employee behavior with customer-focused culture

2. Organizational Adoption & Accountability

  • Align business goals with customer-focused culture
  • Maintain a dedicated list of top customer experience improvements, including which senior executive is accountable for resolution
  • Embed customer experience impact as a criterion for all business and investment decisions
  • Introduce new processes and tools to improve customer experience
  • Work across departments and organizations to improve customer experience
  • Regularly review CX metrics and feedback at all levels of the organization

My Knowledge Includes:

  • Project management principles
  • Collaboration and relationship management practices
  • Leadership and change management
  • Prioritization process
  • Process management

Skills and Abilities:

  • Ability to communicate the importance of customer experience and corresponding strategy
  • Ability to recommend initiatives based on customer experience data
  • Ability to report CX data to different audiences in an understandable manner
  • Ability to plan, implement, and manage change
  • Ability to lead cross-functional efforts
  • Collaboration, influencing, and relationship skills

3. VOC, Customer Insight & Understanding​

  • Align business goals with customer-focused culture
  • Maintain a dedicated list of top customer experience improvements, including which senior executive is accountable for resolution
  • Embed customer experience impact as a criterion for all business and investment decisions
  • Introduce new processes and tools to improve customer experience
  • Work across departments and organizations to improve customer experience
  • Regularly review CX metrics and feedback at all levels of the organization

My Knowledge Includes:

  • Different approaches to measuring customer experience (e.g. NPS, CSAT, CSI, etc.)
  • Qualitative and quantitative research methods
  • VOC analytical tools and methodologies
  • Touch-point mapping

Skills and Abilities:

  • Ability to conduct root cause analysis
  • Ability to conduct predictive analysis
  • Ability to analyze and redesign processes

4. Experience Design & Improvement

  • Establish and follow a well-defined design process each time an experience is created or changed
  • Use customer insights to define and prioritize experience requirements and opportunities for improvement
  • Use journey mapping to improve most relevant moments of truth
  • Assess, document, track, and report resolution of experience gaps across touch points
  • Identify interdependencies across people, process and technology that impact design of the customer experience
  • Use iterative ideation and prototyping (e.g., design thinking) to engage customers and employees in the co-creation of enhanced or innovative experiences
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My Knowledge Includes:

  • Design thinking and customer co-creation approaches
  • Process improvement methodologies and discipline
  • Customer journey mapping and touch-point analysis

Skills and Abilities:

  • Ability to identify key moments of truth affecting customer perceptions
  • Ability to conduct experience gap analysis and prioritize recommended improvements
  • Ability to drive customer centered design and innovation
  • Ability to accurately map and depict customer touch points
  • Ability to drive action and execution of key CX improvements

5. Metrics, Measurement & ROI

  • Identify key CX metrics for tracking experience quality, satisfaction, and loyalty
  • Develop framework and linkage of improved experiences to business outcomes (growth, attrition, profitability, etc.)
  • Develop infrastructure and mechanisms to capture CX data (surveys, operational data, customer behavior, word of mouth, financial performance, etc.)
  • Analyze and interpret results to derive customer insights and performance trends
  • Report results, insights, and recommended actions to improve

My Knowledge Includes:

  • Net Promoter Score and methodology
  • Impact of experience changes on loyalty and business performance across customer groups
  • Relationship and financial metrics (cross-sell, product penetration, etc.)
  • Customer experience management dashboards
  • CX data mining and analysis
  • Experience measurement and research methodologies
  • Strategies to communicate metrics and ROI with employee and stakeholder groups

Skills and Abilities:

  • Ability to create measurement strategy in support of broader CX strategy
  • Ability to quantify business value and ROI of investing in customer experience
  • Ability to illustrate ROI of CX investments
  • Ability to assess effectiveness of metrics platform design
  • Ability to translate data into clear communication of results, progress and actions
  • Ability to drive executive support and engagement in CX metrics and results

6. Customer Experience Strategy

  • Define a customer experience strategy that describes the intended customer experience, its linkage to overall corporate objectives, and its alignment with the organization’s brand values and attributes
  • Develop experience principles and specific employee behaviors and interactions that reflect brand values and organizational mission
  • Articulate the operating plan, investments, and tactics for programmatic components of the CX strategy
  • Communicate and engage employees at all levels of the organization in the elements of the CX strategy

My Knowledge Includes:

  • Development of “branded” customer experiences
  • Strategy and planning for cross-business-unit efforts to support the organization’s CX strategy
  • CX best practices across industries
  • Internal marketing and communications
  • Associate engagement
  • Business strategy frameworks and planning

Skills and Abilities:

  • Ability to translate corporate strategy into well-defined customer experience strategies and programmatic efforts
  • Ability to engage executive suite in CX strategy design and execution
  • Ability to take branded experience strategy and engage all functional business areas (product, marketing, operations, etc.) in creation of action plans
  • Ability to clearly communicate the importance of the customer experience strategy to deliver the organization’s business goals