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Customer Experience Management justification should be as hard as nails. Fancy flouncy artwork showing customer journeys do not connect with the reality of managing the business.
The CEMMethod™ helps you to create unified views of both the customer interactions, perceptions and expectations AT THE SAME TIME as linking those with the processes, systems and resources across the organisation. We call that view the Customer Performance Landscape™ Both Beauty and Profit on the same page. Lyall Shapiro, Senior Business Consultant in Australia at MLC shares his insights into the CEMMethod.
Here how he adopted it to help transform his business. |
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Customer Experience Mapping™Processes and Customer Journey Maps should be on the same page. Those fancy Customer Journey Maps mean nothing if they cannot communicate with the actual inner workings of our organisations.
Here the Coach explains the understanding gleaned thus far, as a prelude to the real work creating the Future State Process Performance Landscape (the unified Customer Journey Map and Internal Processes and Systems) |
Interactive and PragmaticWorkshops guide the development through Current State into Future State with an engineered approach that connects todays reality with tomorrows potential.
It does not require genius. If you can figure out what the right thing to do is you can innovate to do it using incisive techniques. Ultimately we want a picture that lets everybody understand what it we are trying to achieve, who is responsible for it, and what the Successful Outcome looks like.
We refer to this Output as a Customer Experience Map. Here is an example of the top level of Claims process experience. 
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CEMMethod is a practical hands on, straight to the point approach.
Review some of the recent quickvids.
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