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COSE

CX - CUSTOMER EXPERIENCE

It is not about you and it is not about - Strike the right balance between
me...it is about the Customer. The customer experience and organizational
Customer Experience matters. goals
What is Customer Experience (CX)? - Align people, processes, and
technology initiatives with our business
- Interaction between an organization and
a customer over the duration of their strategy and vision
relationship. - Standardize and streamline processes
- This interaction is made up of 3 parts. - Eliminate pain points and non- value
add activities
1. The customer journey
2. The brand touchpoints the customer - Empower every person to be a change
interacts with (Phone, E- mail, in Person, agent
Live Chat) Why is Customer Experience important? - Leverage technology to its fullest
potential
3. The environment the customer The Customer Experience is the engine
experiences (including digital for sustained growth of the business. But o Unfortunately, EM C is far behind
environment) creating and keeping customers are not and our success will be limited.
so simple.
- A good experience means the customer o One of the activities this year is to
expectations were met during all the Bad Customer Experience can decrease work with the OM CA Digital Customer
points of contact with the company. sales or the customer might stop buying Experience Leader for strategies and
and go to a competitor. Customers? investment
We talk about the Voice of the Customer sharing bad experience, can quickly
but how truly focused are we with damage the brand thru word of mouth Identify gaps through Customer
customer satisfaction? We tend to view and social media. Journey
thru the lens of the organization and how
we are more internally focused. We are Focus on What M atters Have major process
not thinking about what the customer is improvements thru Business Process
experiencing. We focus internally on how This year, OCB- AM ?s activities will Improvement (BPI) training
the process is easier for Omron systems center on the Customer Experience and Projects and Activities
and employees. We need to change our the Organization?s Objectives.
mindset and how internal changes impact Customer Experience - Emphasis: - Spring 2019: Business Process
the customer down the road. Improvement Training for M anagers
- Customer Perspective: Visible Supplier
Scorecard - Summer 2019: Business Process
Improvement, Phase 2
- Customer Journey: Capture All
Customer Interactions thru Experience - Summer 2019: Customer Experience
M apping Workshops and Journey M apping for
Design Engineers and Distribution
- Force M ultipliers: Target specific Buyers
improvements for the greatest impact.
We need to focus on something that - Summer 2019: Proof of Concept
will make work better in many areas of (PoC) Presentation to Yukumoto san on
the business. Customer Experience
OCB- AM Objectives: Looking forward to providing you
updates on the various activities in the
- M ake it easier for customers to do next newsletter.
business with us