Matthew Chatterton’s Post

CX Maturity & Roadmap - Many organisations are wrestling with questions such as "How mature are we really as a CX organisation?", “What do customers want from us?”, "What does great look like in and out of our sector?" and "How do we plan to evolve our CX to be the best?", meaty questions indeed. As part of our end to end CX provision we undertake many maturity assessments (using the Ipsos three levels of maturity and six core competencies) and develop tactical and strategic roadmaps with our clients. The opportunity to engage stakeholders, baseline, benchmark and have a personalised achievable CX plan using a proven framework has demonstrated its significant value over and over again. My strong advice to those serious about CX is to not overlook the importance of this activity as part of your discovery and design. Whilst we can’t share all the details here, it’s nice to see what Kathryn Scott thought of the exercise we undertook with Bupa… #ipsosuk #ipsoscx #gamechangers Lorraine Rough CCXP Amanda Clack Chris Bratt Michelle De Bellelay-Bourquin Bekah Hancill Hazel Anderson Phil Corr Joe Marshall Trevor Martin Laura Godfrey Ben Llewellyn Helen Wilson Jim Kelleher Matthew Chatterton Ian Davis Georgia Pettit

An excellent summary of how a CX Maturity program works well.

Happy to Share Learnings from Judging GCXA 2024's "Best Measurement in CX" Case Studies! 🤗 As a judge at the Global Customer Experience Awards 2024 (GCXA), I had the incredible opportunity to dive deep into the captivating case studies and presentations of industry leaders vying for the prestigious title of "Best Measurement in CX." Let's explore the invaluable insights gained from the on-the-ground experiences of companies like Schneider Electric, ROSHN, and Mobily as they showcase their exceptional CX measurement programs. 🎯 Strategic Alignment: These case studies exemplify the critical importance of aligning CX initiatives with broader business strategies. Schneider Electric, ROSHN, and Mobily demonstrate how prioritizing customer-centricity drives long-term success and competitiveness. 📈 Goal Setting and Measurement: Clear, measurable goals are the cornerstone of effective CX initiatives. By defining objectives that directly impact customer satisfaction and business performance, these companies set the stage for tangible success. 🛠️ Planning and Execution: Meticulous planning and execution are central to the success of CX programs. From stakeholder engagement to innovative solutions, every aspect is meticulously orchestrated to deliver exceptional results within set parameters. 🤝 Stakeholder Engagement: Engaging stakeholders at every level fosters collaboration and ensures alignment with organizational objectives. The active involvement of senior leadership, teams, and partners underscores a culture of inclusivity and shared ownership. 💡 Innovation and Creativity: Innovation is at the heart of standout CX strategies. Schneider Electric, ROSHN, and Mobily showcase how embracing creativity leads to novel solutions that elevate customer experiences and set companies apart. 📊 Impact and Benefits: Tangible outcomes speak volumes about the effectiveness of CX efforts. From improved customer satisfaction to business growth and industry recognition, the positive impacts of these initiatives highlight their significance in driving success. 🔍 Proactive Measurement: Measuring customer experience proactively using non-intrusive methods emerged as a key differentiator in deciding the winner. In addition to reactive approaches like post-experience questionnaires, companies that employed proactive methods to gather insights stood out for their forward-thinking approach and ability to anticipate and address customer needs before they arise. My co-judges for the category were: Elina Petrova, Doaa Besaiso and Virali Shah! #CustomerExperience #CXMeasurement #GCXA2024 #IndustryLeadership #Innovation #LearningFromExperts #gcxa24 #gcxa Feel free to share your thoughts and experiences in the comments below! 🚀

The 'CX Stars 2023 Unveiled' report by Twimbit reveals a strong correlation between CX Star ratings and financial performance. Companies with Advanced and Exceptional CX categories not only demonstrated faster revenue growth but also accelerated margin growth, indicating that superior CX allows firms to command higher prices and reduce costs.   Out of 400 screened companies, 58 showed Proficient CX Mastery, 26 demonstrated Advanced Mastery, and 4 achieved Exceptional CX Mastery. The report emphasizes the importance of employee experience (EX) and highlights challenges in brand communication and marketing.    Learn how different verticals and countries stack up on their CX performance. For more information, refer to the full report here: https://lnkd.in/gTNbNFR8 #CustomerExperience #EmployeeExperience #DigitalTransformation #CXInsights #CustomerCentricity #CXLeadership

The 'CX Stars 2023 Unveiled' report by Twimbit reveals a strong correlation between CX Star ratings and financial performance. Companies excelling in Advanced and Exceptional CX not only saw faster revenue growth but also increased profit margins. This suggests that top-notch CX enables companies to charge higher prices and cut costs. Among the 400 companies assessed, 58 displayed Proficient CX Mastery, 26 showcased Advanced Mastery, and 4 achieved Exceptional CX Mastery. The report underscores the importance of employee experience (EX) and points out challenges in brand communication and marketing. Explore how different industries and countries fare in CX performance in the full report here: https://lnkd.in/gTNbNFR8 #CustomerExperience #EmployeeExperience #DigitalTransformation #CXInsights #CustomerCentricity #CXLeadership

Reflecting on our recent CX Maturity Assessment for a Middle Eastern client, the lessons are very consistent with previous projects: 1. Personal Interaction: Both employees and leaders preferred engaging in conversations over completing boring surveys. 2. Deeper Insights: The nuanced insights from these discussions could never be captured through surveys. 3. Comprehensiveness Wins: The Customer Institute assessment's extensive scope across 10 areas of customer centricity revealed crucial insights that narrower methods might miss. 4. Getting your feet wet: A week spent on-site conducting numerous conversations with staff and leaders, collecting evidence, and building relationships enables me to precisely outline the current state, clear paths for improvement, and well-prioritized next steps. 5. I have the best job in the world: Having the opportunity to meet such inspiring leaders and passionate employees worldwide makes me very grateful for the trust of my clients! Customer Institute #Assessments #TalkToMeDontSendASurvey

📢 LAST CALL! Have you completed the Q3 CX Leader Pulse yet? If not, today is the day! The survey takes less than 4 minutes! ⏱ Participants receive the aggregated results to use as benchmarks for your own organization while you help advance the practice of CX as a whole! The Pulse closes soon! Lend your input today! https://lnkd.in/gVfwrYXG

Join me to attend the #CXCON'24 with Cowrywise holding currently. Panelists are industry leaders in CX and promises to be insightful. Link is below.

1 in 3 business leaders believe they have no CX gaps. It’s not that they’re ignoring them. They can’t even see them.   We designed the Stellar Elements CX20 Diagnostic Assessment to help you fix that.   Take the assessment to learn how to remedy your company's biggest pain points, like:   ●     Conflicting perspectives ●     Uncertainty about new technology ●     Poorly managed touchpoints and messaging ●     Failure to leverage data ●     Ineffective internal processes   Find your gaps with our CX20 Diagnostic Tool. https://lnkd.in/ggEguPv9

Looking forward to an entertaining look at building a strategy for digital transformation. Join Amrish Singh and I for some tips as you finalize your 2024 strategy.