THE 6 BUILDING BLOCKS OF CUSTOMEREXPERIENCE MANAGEMENT & BUSINESSCONTINUITY PLAN

Designing Customer Experience & Business Continuity Planwww.cxpert.asia

A. Santhakumaran

International CX Consultant

STRATEGYCustomer Experience Strategy:Development of a strategy thatarticulates a clear vision of theexperience that a company seeksto create in support of thecompany’s brand values, includingits direct linkage to CX activities,resources and investments

1

2

3

Diagnose your CustomerExperience readiness andestablish your CX framework

Design your end-to-endcustomer experience infinite loop

Profile your customer & defineyour Unique ExperienceProposition (UEP)

CUSTOMERUNDERSTANDINGEmphatise your customers and be

specific about which of theirproblem are you solving?

1

2

3

Listen to your customers.Collect Quantitative andQualitative data about yourproduct and services

Design Personas andCustomer Journey Mappingfor your customers

Listen to Voice ofCustomer (VOC) andconduct a Root CauseAnalysis (RCA)

DESIGNTHINKINGDesign Thinking essentially is a way ofthinking, applying designers’ sensibility andmethods, leading to transformation,innovation of new products, services,business strategies and even neworganizations.

The 5 stages of Design Thinking

FUTURE-PROOFFuture-Proof your business by understanding

your customer profile..

Who are your future customers and where arethey now?

BUSINESSCONTINUITY PLAN

Form the business continuity managementteamConduct a business impact analysisIdentify resources needed with a gap analysisExplore and implement recovery strategiesTest reuslts, present recommendations, andmake improvements.

A “business continuity plan” (BCP) is a processthat outlines the potential impact of disastersituations, creates policies to respond to themand helps businesses recover quickly so they canfunction as usual.

The 5 steps recovery plan:-1.

2.3.4.5.

CUSTOMEREXPERIENCE

MEASUREMENTAfter you design (or redesign) customer

interactions, you need to determine whetherthey’re having the effects you intended..

The key to success is knowing the how tomigrate from the silo thinking functional

specialisms quickly and seamlessly to a newoperating model, that may indeed be unique to

your industry.

Net Promoter Score (NPS)Customer Satisfaction Score (CSAT)Customer Effort Score (CES)

Recommended Measurements:-1.2.3.

GOVERNANCE Customer insights and metrics are most valuable when you use them to identifyand fix customer problems. To ensure that your organization acts on these inputsconsistently, you need to proactively manage and oversee customer experienceimprovement initiatives.

CHAMPIONPROJECT

TEAMBALANCE OF

THEORGANIZATION

DEFINE YOUR GOALS AND DOCUMENT THEMTHE C-SUITE INVOLVEMENT IN CX GOVERNANCESELECTION OF CX PROJECTS & THE PROJECT TEAMSCX IS EVERYONE’S RESPONSIBILITY

CULTURESustaining a Customer-Centric Culture with

Unique Customer Experience proposition..

A great employee experience creates adesirable customer experience...

NOWWHAT'S NEXT?

Define the CX you want to provideEmbed your CX expectation into your companyphilosophyMake your company values customer-orientedand actionableUse technology to reinforce your effort

A. Santhakumaran (Santha) is based in Kuala Lumpur, aCustomer Experience (CX) thought leader, keynote speaker,leader for training events in South East Asia with a total of twodecades of corporate experience in multiple domains such asproperty development, telecommunication, international tradeexhibition, customer loyalty engagement with local and globalorganizations.   

Santha has a decade of experience in advising multinationalcorporations on customer acquisition & engagement strategies,customer insights and building customer-obsessed culture.Santha is a highly sort after Customer Experience (CX)Consultant in South East Asia simply because he understandslocal culture better than others.

THE EXPERT

A. SANTHAKUMARAN

International CustomerExperience Consultant

WHERE TOSTART?

Start by talking to your customers. Identifytheir painpoints and collect data to back

your project.

Alternatively, you can talk to me, and I willbring some 200 companies experience to

your table..

CO

NT

AC

T U

S

Hotline: +6019-3819664

santhakumaran@cxpert.asia

www.cxpert.asiawww.santhakumaran.comwww.santhakumaran.expertwww.linkedin.com/in/santhakumaranwww.facebook.com/santhakumaranwww.twitter.com/santhakumaran