In many companies, the customer experience happens by accident without much strategic thought.
But a truly customer-centric culture and experience requires a thoughtful strategy and continual adjustments and improvements. And a large part of that is performing a CX audit.
Jamie Haenggi is Executive Vice President and Chief Customer Officer at ADT, where she is focused on designing the CX journey across the entire company for its 6 million customers.
One of Haenggi’s recent projects is an in-depth look and audit of the entire customer experience journey. The goal of the CX audit was to have a deep understanding of the current state and then design a comprehensive plan for the future state.
ADT first performed in-depth research through focus groups, surveys and feedback from employees and customers to map out all the journeys. From there, they held ideation sessions to think about what a future state would look like and use design thinking to build continuity in the customer lifecycle.
Haenggi’s next step is to partner with IT to put the technology and data in place to bring the new vision to life. The goal is to first create a technical road map and then use that information to create an operational roadmap so that the entire company is using the same data and processes.
The research process has showcased the highs and lows of the existing customer experience by highlighting areas where ADT excels and gaps that have long been overlooked. Haenggi shared the example of when a customer relocates and has to change or update their service in multiple systems. The current process involves multiple pain points for customers and employees. But by evaluating the process in terms of the entire customer journey, ADT can create a more integrated experience.
The CX audit also brought to light new opportunities to innovate and enhance the customer experience. Because of the research, ADT started rolling out virtual service appointments that allow customers to get the troubleshooting help they need without having to wait for someone to physically come to their house. The virtual appointments were especially timely and well-received during the pandemic.
A CX audit involves doing a deep dive on every aspect of the current customer experience and creating a vision and plan for the future. It will likely bring up gaps that need to be improved, but it can also help locate huge opportunities for growth.
Especially in this post-pandemic world, companies need to be willing to adapt and evolve. That often involves being humble enough to realize what can be improved and bold enough to challenge the status quo.
Haenggi acknowledges that ADT is still evolving, but it has made huge strides in improving an already strong customer experience by staying close to customers and employees and being willing to reflect and improve. A CX audit is a requirement to create a future-ready and comprehensive customer experience.
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Blake Morgan is the bestselling author of The Customer of the Future. Sign up for her new course here.