The Truth About How Valuing Customer Experience Can Transform Your Business
Delta CX is a refreshing model bringing CX and UX together in task and in name with the key goal of improving the products, services, and experiences (PSE) that we offer our potential and current customers. Rather than following trends or drinking the snake oil, Delta CX presents a time-tested, thorough approach that helps you establish values, vision, strategies, and goals.
Great PSE require the right teams and strategies in place to proactively predict and mitigate the risk of delivering wrong or flawed PSE. Adopting Delta CX means we all finally speak the same language, from tasks and deliverables to job titles and required skills to where CX fits into Agile organizations to processes and teams. Calculate the ROI of investing more time and resources into building the right PSE the first time.
Save time, money, and sanity. Replace guessing and assumptions with Lean customer research that is planned, conducted, and interpreted by experts. Learn why quality should be our #1 priority, and how to rededicate our organization to our external and internal customers.
Reducing Business Risk Through Redefined Products, Services, and Customer Experiences
CX is storytelling. Every moment, interaction, pixel, millimeter, object, and location we deliberately design and create is part of our company’s story. There is no substitution for truly focusing on the real needs of real customers, researching to have as much knowledge and data as possible, hiring amazing workers who specialize in CX, and investing time, money, and resources into more accurately and efficiently building what makes customers loyal.
Low CX and UX maturity create poor customer satisfaction, poor product, toxic workplace cultures, and badly defined jobs that make workers feel set up to fail. The desperation to explain and evangelize UX has led to watered-down approaches and team exercises that minimize UX specialists and experts, relegating them to workshop facilitators who lack autonomy.
Rather than following trends, Delta CX presents a time-tested, thorough model that helps you establish values, vision, strategies, and goals. Adopting Delta CX means we all finally speak the same language, from tasks and deliverables to job titles and required skills to where we fit into organizations.
It’s Time for Business Goals to Shift Toward Matching Customer Needs
We’ve heard it time and time again from various cross-functional teammates and departments: CX isn’t trying hard enough to consider business goals and needs. They are “too focused on the customer.” We do have to find a balance. We can’t ignore business goals. But the most important question we can ask here is: Why are business goals and customer needs so different from each other? Why haven’t these converged more?
At the goal level, the business and the customers might want the same things. The tasks customers want to accomplish could be the tasks the business hopes that customers will accomplish. When those representing the business can partner with CX teams on the goals, strategies, and suggested initiatives – and stop there – the business/customer alignment is clear; CX can then research, design, test, and iterate on the best executions of the best ideas. When those representing the business insist on certain executions, layouts, sketched ideas, or ripping off the competitor, this is where what’s presented as “business goals” may fall out of alignment with the tasks our customers want to achieve and the products, services, and experiences customers would prefer.
The Delta CX model improves this and other imbalances by making CX a partner to multiple departments and teams, putting our knowledge, skills, and talents to work in diverse areas of the company.