CX ON RAMP:

Launch a CX program

in just 10 months

Marketing that powers growth

Are you ready to invest in your firm’s client experience but not sure where to start?

Set CX strategy

Planning & governance

1

Set CX strategy

• Presentation to firm leadership
• CX discovery and vision workshop
• Create CX strategy and communication plan
• Establish goals

TIMELINE: 2 MONTHS

2

Planning & governance

• Determine governance structure
• Identify staffing model and write job description, if relevant
  
• Establish CX advisory panel
• Identify tactics and activities to achieve goals outlined in CX strategy
  
• Create 2-year roadmap

TIMELINE: 1 MONTH

3

Launch program

• Roll out 3 custom CX training courses
• Hold client journey mapping workshop (up to 3 times)
• Begin voice-of-the-client (VOC) program:
• Plan and launch client survey - select technology, socialize questions, prepare lists and communication
  
• Plan and execute top client interviews (up 12 interviews)

TIMELINE: 5 MONTHS

4

Assess & iterate

• Summarize and analyze findings
• Identify CX gaps
  
• Prioritize CX initiatives
  
• Plan for next steps

TIMELINE: 2 MONTHS

Interested? Get in touch.

Alyson Fieldman

Marketing, Strategy & CX Consultant

Please reach out to connect if we can help you launch a CX program at your firm. We look forward to hearing from you!