Build a strong CX governance framework and align every aspect of your customer program
Do you know how your customers experience the interaction with your company? And are you explicit about who is responsible for delivering the customer experience? Linking the customer experience to value is essential to ensure and sustain CX transformation. Having the right metrics to follow up on your customer experience combined with the right governance structure is essential if you want to improve your customer experiences.
We help you choose the right customer experience KPIs and governance structure that will motivate and drive people performance throughout your organization.
Take advantage of reliable benchmarks to accurately measure your CX progress
KPI’s and governance are fundamental cornerstones in any customer program if you want to improve your customer experiences. And we can help you get there. Using best practice, documented processes and hand-on tools our experienced CX consultants are focused on helping you build a consistent and effective KPI and governance structure.
Through fact finding and workshops we help you choose the right customer experience KPIs and governance structure that will motivate and drive people performance throughout your organization. With more than 25 years of experience we know how to design the right stable and valid KPI. Trusted enough to be part of Group KPIs and incentive programs. Together we identify the best possible KPI for your purpose and subsequent governance structure. In the workshop we touch upon e.g. if NPS is the right metric? What about Customer Effort Score? And how to motivate employees by setting a target they can influence?
It all starts with leadership. Improving your customers’ experience will not happen unless you get buy-in from your people and the organization behind it. Integrating customer-centric leadership development into your customer program will significantly increase the chances of making your customer centric transformation happen.
Build and sustain a positive customer experience.
At Ennova, our experienced Leadership and Team Development consultants knows how to develop and train your leaders in a more customer-centric approach. Based on central leadership dimensions e.g. providing direction and purpose, drive disciplined execution, fostering a customer centric culture in the teams, etc. we help you build the leadership behavior needed to initiate and take CX to the next level.
- and improve your customer experience based on facts
Based on the latest research and solid best-practice experience we have combined state of the art analytical models and AI with next generation CX contents. In other words, you are offered next generation CX insights in the market to capture the strength of the relation between you and your customers. E.g. you get data driven recommendations on where to begin your development efforts to improve the things that matters to your customer.
Delivering value to your organization
Combine your customer insights with our CX Knowledge Center consisting of best practice contents and ways to support you on how to translate insights into actions. From analyzing results over creating organizational ownership to ensuring commitment from top management to mobilizing the organization CX Knowledge Center helps you keep momentum.
Develop and train your leaders and make customer-centric transformation happen!
Identify critical customer insights and improve your customer experience all the way.
Create a fact-based CX culture baseline with a CX culture survey.
Tightened regulations require raised attention to confidentiality and data security. With Ennova you can calm your security representatives. All your processes are compliant with General Data Protection Regulation (GDPR). We have been ISO27001 (security) certified since 2012. We pass annual ISAE 3000 and SOC 2 audits without remarks.
If you have any questions regarding KPIs & Governance, then contact me, and I will get back to you.
Nicholas Vinther Skov, Engagement Manager - Head of Customer Experience Advisory:
E-mail: nvs@ennova.com, phone: +45 86 20 43 42
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