Move from individual case management to systemic process improvement
Action planning empowers CX best practices at the organisational level
Every organisation works to remediate individual customer issues—whether through a formal case management solution or good-faith efforts on the part of their employees. But organisations that are serious about differentiating on the basis of CX go one significant step further. Not content to simply solve customer problems one by one, they’re interested in using individual customer feedback to identify high-impact institutional improvement opportunities and take actions that prevent issues in the first place. By combining technology, best practices, and deep expertise, ActionCX from MaritzCX helps organisations implement a holistic process improvement model that drives organisational change and improves customer focus at the source.
ActionCX will help you:
- Complement individual customer feedback and case management practices
- Align and unify your practices, processes, people, and culture around your most pressing customer issues
- Develop customised, best practice CX action plans that perfectly fit the needs and goals of your organisation
- Provide everyone in your organisation the detailed information they need to continuously improve customer experiences
Turn CX insights into organisational action.
MaritzCX Action Planning provides flexible intelligence and action systems that make it easy to create targeted action plans based on your priorities—and then add best practice workflows that include automatic notifications, reminders, and approval checks. These customisable plans and workflows can include anyone in your organisation, from corporate-level business and CX leaders to unit-level managers and employees.
Meet CX Organisational Action
Turn individual feedback into company-wide insights
A mature action planning solution should benefit from a robust technology platform that collects and integrates feedback and other VoC data from multiple sources, analyses it, and transforms it into the CX insights most relevant to your business. These insights can come from root cause analysis done in case management, from true driver analysis that highlights the most influential moments in your customer experience journey, or from pattern recognition tools like Data Mining or Text Analytics. But this powerful engine shouldn’t stop there; it should also help guide you in developing comprehensive solutions that address these core issues—and initiate change at a more foundational level.
ActionCX lets you capture plan details and commitments so every owner and participant understands their role in achieving success.
Transform CX insights into organisational improvement
Corrected Text Original Text
ActionCX provides flexible tools that make it easy to create targeted action plans based on your priorities—and then engage the right minds and roles in your organisation to execute them. These customisable plans and workflows can include anyone in your organisation, from corporate-level business and CX leaders to unit-level managers and employees. And with best practice workflows that include automatic notifications, reminders, and approval checks, you’ll know that the right oversight and collaboration is happening at all times. When it comes to institutional improvement, after all, it takes a village.
With ActionCX, administrators and stakeholders can track commitments and monitor progress toward goals.
Ensure your strategy and priorities are as solid as the technology supporting them
In addition to a robust platform, MaritzCX can offer you the services and expertise you need to jumpstart your action planning efforts and ensure sound organisational strategy and priorities. Whether you need to better understand the factors that most directly affect your customers’ experiences, assess your performance against industry or regional benchmarks, or link CX measures with financial performance to make the business case for a policy change or strategic investment, MaritzCX has you covered. In addition, our action planning experts have three decades of experience facilitating institutional change and business success with clients in a variety of industries.
Bring your data to life using customisable reporting and dashboards
Continuous CX improvement starts with comprehensive visibility into the measures of customer satisfaction that matter the most. Seeing this data—in context—allows organisations to pinpoint systemic issues that go beyond individual remediation and should spark discussions about organisational change. And once plans have been made, it’s equally important to monitor their progress and their impact once implemented. That’s why the MaritzCX platform makes it easy to create dynamic, customised reports and dashboards that highlight your goals and opportunities for organisational improvement, align action plans with improvement priorities, and accurately measure your progress over time.
Make ActionCX Part of your Comprehensive CX Programme
Action planning will look a little different in every organisation, but the benefits of a comprehensive solution are universal. With ActionCX, you will align and unify your practices, processes, people, and culture around your most pressing customer issues; complement individual customer feedback and case management practices with broad organisational change initiatives; provide everyone in your organisation—from top executives to frontline service employees—with the detailed information they need to continuously track and improve customer experiences. Contact us to get started!