Delivering the right content through the right channels to the right audiences isn’t optional; it's a necessity. Now more than ever, businesses need to ensure every aspect of their operation is customer-centric, where customer-first principles are the core around which all strategies revolve, rather than an afterthought.
Deloitte has developed a strategic model that integrates customer strategy, experience management, pricing, digitization and data, commercial excellence and organizational transformation to form a blueprint for companies aspiring to achieve excellence in customer experience (CX).
Our forthcoming series of articles outlines this model, focusing on fundamental aspects of customer experience management. We begin by establishing a robust customer service strategy, which can then be used to anchor every organizational decision, a foundational step for any business prioritizing CX. Next, we explore the role of human-centered service design in meeting diverse customer needs and enhancing customer engagement, followed by an in-depth look into the transition from traditional customer journey mapping to dynamic journey management that deepens customer engagement.
The series further analyzes the strategic impact of pricing and personalization, considering how Zuora’s platform can be used to implement customer-centric, subscription-based business models. Finally, we summarize the lessons we have learnt from building experience businesses with clients over the past decade. We advise on how to position the transformation, how to organize, where to start and how to measure progress over time.
Through this collection of articles, we aim to chart a course in experience management transformation, providing a comprehensive understanding of each aspect's contribution and the collective impact in empowering organizations to excel in today's experience-driven market.
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Chapter 1: Crafting a customer-centric strategy
This chapter explains why a robust customer strategy is key to navigating the evolving business landscape and laying the groundwork for building customer-first organizations. It outlines the factors that are fundamentally changing the customer experience, before identifying six potentially transformative opportunities for organizations and providing pointers on how to start developing a service strategy.
Chapter 2: Creating the service concept
To remain relevant, organizations have to effectively serve a diverse group of customers with differing levels of digital literacy and preferences for personal contact versus self-service. Therefore, service delivery cannot take a 'one size fits all' approach – it needs to be human-centered. This chapter explains how to create a service concept that will give the organization insights into how resources can be used more effectively and where further improvement or innovation is needed.
Chapter 3: Implementing journey management
A shift from traditional customer journey mapping to dynamic journey management will provide an organization with a more integrated, continuous and strategic method of enhancing the customer experience. By adopting journey management, organizations can address customer needs holistically and responsively, ensuring every interaction is aligned with their overarching experience goals.
Chapter 4: Embracing customer-centric models
Both consumers and businesses are looking to move away from product ownership towards flexible, personalized experiences. Zuora's subscription management platform can help businesses offer consumption-based pricing and a seamless, personalized cross-channel customer experience.
Chapter 5: Architecting your experience business
Building an experience business usually requires a large-scale transformation that is both demanding and rewarding. It touches upon people, teaming, technology, data, governance, knowledge development, processes and much more. It is likely to impact your entire organization and is an ongoing journey, rather than a one-time project.
Transforming customer service to unlock the hidden value in customer relationships.
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Delivering services that are compelling, personal and human
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A CX manager’s guide to building a journey-led practice of diagnosing, designing, developing and delivering great customer experiences at scale
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Get in touch
Eustache Bountzoukos
Eustache Bountzoukos is the Sales Transformation Director within Deloitte’s Digital Customer practice in The Netherlands. He works together with intelligent, sharp, tech savvy and experienced consultants to help customers with their digital commercial challenges. Eustache has more than 10 years of experience in the Salesforce eco-system and he has led a wide variety of multi-cloud Salesforce implementations for several international clients. Eustache is currently proudly leading the Sales Transformation team that exists out of four capability teams (Future of Sales team, Subscription Management team, CPQ team and Net Zero Cloud team) that help customers with their commercial and operational excellence challenges.
Sander de Koster
Sander is a recognized digital leader focused on the intersection of customer experience design, data-driven customer engagement and cognitive capabilities
Franklin Heijnen
The combination design and technology should make our lives more easy, should make us smarter and should bring more beauty and joy into the world. From 1997 I have been involved in digital projects. I use design thinking and service design to co-create better experiences for customers, citizens and employees. Also I teach and coach teams on these topics. Furthermore, I always bring my camera as I’m an enthusiast street photographer.