RevGen began with conducting internal stakeholder interviews to understand what customer functions and initiatives were being done in different areas across the business. We then partnered with the newly named Chief Customer Officer to define role responsibilities and outline initiatives for a Head of Customer Experience, CX Center of Excellence and CX Ambassador Program. Finally, RevGen created a roadmap that defined three key phases of customer experience organization transformation to ensure future success.
- Current state assessment: Assessed organization and documented key customer experience functions and initiatives
- Future state operating model: Defined roles and responsibilities to centralize the customer experience program and build capabilities across operational functions
- Implementation roadmap: Created a three-phased roadmap that included Design, Build and Improve activities that can be implemented as the customer experience program matures