Customer Experience Critical Capabilities

person icon Gerard Blokdijk

Customer Experience Critical Capabilities



This eBook includes

Formats : PDF (Read Only)

Pages : 643

ISBN : AS-00100231

Language : English

About the Book

Book description

Look inside the Kanban:

Ensure your Strategy and Operations team helps your (internal) clients develop and implement business strategies, design effective business and operating models, cut costs and improve efficiency, improve (internal) customer experience and satisfaction, and improve operations, without compromising company business objectives, culture, or (internal) customer satisfaction.    

Benefits of the Customer Experience Kanban 

1715 Ready to use prioritized Customer Experience requirements:

  • How do small service organizations manage the customer experience with your organization in order to enhance brand meaning? 
  • What measures, metrics or insights does your organization use to assess customer experience impact and performance? 
  • How do leading organizations optimize customers journeys, improve customer experience and measure its impact on business? 
  • How does your organization plan to improve the customer experience as it relates to customer communications? 
  • Are you able to identify key moments in the customer experience cycle when your contact will have the greatest impact or be most welcome? 
  • What can cx data analytics and AI do to help businesses develop a 360 degree view of customers and provide a seamless customer experience across channels? 
  • How does your organization create value digitally now – through content, customer experience and/or platform? 
  • How does your organization bring together innovators, process owners and technology experts to transform the customer experience and generate dramatic growth? 
  • How do other organizations know if efforts to transform a legacy contact center into a modern customer experience center have yielded desired results? 
  • Will your organization be on the front lines charging ahead with a bold omnichannel customer experience strategy or scrambling to defend its business as other companies gain ground?   


The Art of Service has identified and prioritized 1715 Customer Experience critical capabilities and use cases to assess and use. Leaders can select those results that best align with their business needs before implementing a solution.

The Art of Service's Critical Capabilities evaluates and prioritizes hundreds of results to help with the outcome selection process.

This Critical Capabilities Kanban will enable leaders to shortlist hundreds of appropriate results fast, because they are uniquely ready-to-use prioritized, starting with the 'Must Have' category; the most urgent and critical priorities.

This Kanban will help you plan and manage your Customer Experience roadmap.

  • Transform the data into actionable views for your organization: business data changes, so how you view it should be flexible. Create the perfect view that's right for you.
  • Put your workflows on autopilot: Help your team go faster and focus on what matters by automating your processes. Upload and use the Kanban with your favorite apps and services like Asana, Airtable, Basecamp, Monday.com, Atlassian, Trello etc.
  • Knock down data silos: Align your teams around a single source of truth with real-time data from different sources. Point. Click. Stay in Sync.
  • Use it's flexible reporting for your unique use case: Whether you're "no-code" or you "know-code", the Kanban is the foundational tool to show what you want to who needs to see it.  

Included in your instant download purchase are the following digital products:

As seen in the Kanban above, the complete 1715 Customer Experience critical capabilities and use cases, their prioritization, workflows, tagging and questions. 

The download is available as an easy to re-use Excel format, which you can use as is, or import in any management tool of your choice, like Monday.com, Atlassian, Smartsheet, Power BI, Asana, Airtable etc. 

 Also included is the Customer Experience critical capabilities Book in PDF format covering all the criteria including ideas for (potential) roles to assign the criteria to. 

Table of contents:

About The Art of Service 

Customer Experience Critical Capabilities, Meaningful Metrics And Their Prioritization 


Prioritization Of Requirements 

The Prioritization Categories Are: 

  • Must Have 
  • Should Have 
  • Ought to Have 
  • Might Have 
  • Could Have 

Use In New Product/Service/Process Development  


The Critical Customer Experience Capabilities And Their Priorities: 

  • Priority - Must Have # 
  • Priority - Should Have #
  • Priority - Ought to Have # 
  • Priority - Might Have # 
  • Priority - Could Have # 
Customer Experience Critical Capabilities

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Author Details

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Gerard Blokdijk

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