Orchestrating CX Success
To create a memorable experience, the conductor needs to understand the role of every musician in the orchestra – and ensure they are playing from the same score.
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The importance of orchestration in CX strategy and implementation
An orchestra in full flow may seem effortless, but achieving such harmony requires years of training and weeks of rehearsal. Similarly, a great customer experience is so frictionless that you can almost fail to notice it, but all the moving parts behind it are carefully integrated to give this impression.
Why orchestration of your CX strategy is so important – read the eBook
This eBook explains how CX orchestration can help you deliver frictionless customer experiences; and examines the different elements you need to orchestrate to deliver great CX.
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Meeting the rising bar
What does good look like in CX today – and how do you measure up?
Just as a conductor will vary the tempo of a piece or bring the musicians to a rousing crescendo to stimulate different emotions in an audience, CX professionals must think about the emotional journey on which they want their customers to travel.
What good look like in CX today – read the eBook
This eBook examines the ‘state of the art’ in the CX, describing the elements necessary to deliver frictionless, customer-centric experiences. It also highlights best-practice examples that will inspire you to imagine the experiences you might aspire to create for your customers.
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Curating your technology in a wild landscape
Standing before the audience, the conductor must orchestrate the evening’s performance to create a brilliant experience, trusting that the right musicians have all been assembled, that the right instruments are in their hands , and that they are sufficiently rehearsed to play beautifully together.
CX leaders face a similar challenge: the latest marketing technology landscape supergraphic comprises more than 14,000 different companies; so knowing which players to select – and how to harmonise them – is harder than ever.
How to curate CX technology in a wild landscape – read the eBook
This eBook illustrates how, taking the customer experiences you wish to create as your score, you can deliver frictionless interactions between your company and your customers. It explains how you can bring together the technology and services able to deliver those experiences and ensure they interconnect seamlessly.
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How customer-centric is your organisation?
All good conductors need to know the score. That’s as true for CX maestros as musical ones. There is a five-stage journey from product orientation to customer centricity where the entire company revolves around customer needs. However, the journey from one stage to another is incremental – it is not possible to ‘leapfrog’ a stage – so you need to know where you sit.
Orange Business has a formal, recognised CX maturity assessment process. Our initial online questionnaire is complemented by interviews and further assessments, carried out by Orange Business consultants. This will all inform your decisions around CX strategy, technology portfolio selection, and your implementation roadmap.
To get a demo of the fully orchestrated composition, you can access a shorter version of the online assessment: this will determine how far you have travelled on the customer-centricity journey – helping you to identify gaps and points of friction.
About the Orange Business CX/EX Practice
Orange Business is trusted by some of the world’s biggest brands to help them communicate more effectively with their customers – we work with nine of the top ten and 40 of the top 50 of Interbrand’s best global brands. Our mission is to help businesses deliver best-in-class, frictionless customer experiences by simplifying and orchestrating the CX ecosystem.
Through working at the leading edge of CX technology for the past 15 years, Orange Business has amassed a unique combination of consulting and technical capabilities. Our CX practice unites our unique and extensive expertise across industry best practices, consumer behaviour, brand activation, system architecture, data integration and technical execution. Because we are not tied to one individual vendor, Orange Business provides unbiased advice to customers, collaborating to deliver compelling, consistent, and compliant experiences that enhance engagement between consumers and brands.