HOW IT WORKS
First, have a clear CX aspiration to rally the entire organization toward customer-centricity. By identifying value drivers and financial impact that fulfil the CX aspiration, we successfully link CX with financial growth, and a clear roadmap ensures that experience is put at the heart of the organization.
Next, truly understand customer needs, designing (or redesigning) products, services, business models, or customer journeys and launching at scale.
Lastly, leaders need to drive change using key enablers such as mindsets, capability building, tech-enablement, operating models, measurement, and performance management in order to sustain customer-centric transformation.
McKinsey has identified a successful three building-block approach to
unlock growth with customer experience.
Enable the transformation
Build aspiration and purpose
Transform the business
Transform mindsets and
build capabilities
Step up technology, data
and analytics
Establish a cross functional CX governance
Deploy CX measurement
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A
Develop customer-centric vision and aspiration
Establish CX link to value
Translate into an actionable roadmap
Explore our approach
B
Discover customer needs
Re/design solutions
Deliver impact
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Explore how to transform
Unlock power of the operating model
How to predict CX and not react