Customer Experience

A Leadership Play that improves customer touch points and makes change and scaling an integral part of everyday work, not a separate organisational process.

Who is it for?

Founders & CEO: Deliver value across functions and break down silos.
COO: Effective execution across teams and effective resource allocation.
Leadership Team: Deliver on customer expectations and shared goals.

Why it works.

Beyond customers who expect to get excellent service, wasted resources evidently reduce the morale of teams. Develop accountability and a rhythm of improvement around the touch points with customers. Changing and scaling your business is no longer a separate process to manage but an integral part of everyday work. It also enables each team to understand better what customers care about and to deliver it consistently quarter by quarter. Systems thinking at its best.

Challenges | Is this you?

Customer feedback is collected, but rarely turns into clear actions.
Some customer requests go unanswered – responsibilities are unclear.
You see wasted effort, duplicated work, and unclear ownership.
Business objectives are not clear to everyone in the company.
Lack of transparency, nobody knows if goals are achieved or not.
Leadership meetings circle the same issues.
Each team has its own tools and plans, with limited visibility and collaboration.
Missed opportunities, unclear who can make decisions.
People stay busy and out of sync because there is no shared strategy in place.

Your Play | Assets on the strategicOS.

Value & Experience Map: Lay out what customers value most and where in their journey it matters. Use our Customer Value Mapper tool to capture and align the value each team provides to the customer throughout the customer journey. Include experience KPIs to measure success.

Company Goals, KPIs & Team OKRs: Get your company-wide goals, KPIs and team-specific OKRs with all relevant metrics aligned and tied to business outcomes. Also, use our AlignGoals360 tool to instantly align with the help of our frameworks and AI when updating.

Value & Experience Validator: Analyse and validate your performance on your most valuable customers compared to your competitors. Use our Market Deep Dive tool so you can compare and identify any parts of your offering that are lagging behind your competitors. Close the gap before you lose your best customers.

Where deeper insights are required, we engage Network Experts for targeted market entry guidance and insights.

The strategicOS that keeps information in one place will ensure you adapt quickly when necessary.