TRXF strategy methodology is a simple, yet strong approach that consist questions for collaboration defining a comprehensive strategy with the right focus setting.
A successful implementation of the CX strategy is highly dependent on the focus, which the organisation defines within its corporate strategy
Focus is critical for success at the start of the transformation process towards customer centricity
• Start focused, evaluate the benefits within the leadership team and
demonstrate them to the organization
•.Generate tangible results quickly, e.g., through customer journeys and
prototypes
• Then rollout – ideally using an agile approach
Typical decision criteria are:
Business reasons
• Volume and size of segments
• Strategic importance for the organization
• Need to raise CX / NPS
Internal Reasons
• Opportunity to reduce costs (e.g., hotline calls, …)
• Recognizable for many employees
External reasons
• PR / Communications relevant
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