Project Components
Ongoing project to diagnose the current state and develop a customer experience strategy for the National Center for Non-Profit Sector Development. Scope includes governance design, operating model, roadmap, digital channel future state, beneficiary burden analysis, customer data analytics, KPI development and measurement, platform requirements, customer journey design, policy and procedure review, maturity index implementation, and complaints methodology.
A. The Challenge
Establish unified customer experience governance and operations across digital and physical channels, define measurement and platforms, reduce beneficiary burdens, and meet maturity index requirements while aligning processes and policies.
B. Our Solution
Conduct comprehensive diagnostics; design the customer experience strategy, roadmap, organizational framework, and operating model; specify platforms and KPIs; map journeys; analyze customer data; establish a complaints methodology; and activate operations in staged waves.
C. Key Achievements
Baseline assessment completed; CX governance and operating model drafted; strategy and roadmap prepared; KPIs defined; platform requirements specified; priority journeys designed; complaints handling approach developed; activation initiated.
Project Particulars
Client:
National Center for Non-Profit Sector Development
Start Date:
1970
End Date:
1970
Service Area:
Customer Experience
Client Sector:
Nonprofits
Duration:
Eighteen months
Client URL:
Status:
In Progress