Executive summary

The asset provides a comprehensive playbook for implementing a full customer experience program, designed for operating teams to apply in their next cycle. This is the Full Customer Experience Program Playbook from the Stratenity Library, a governed strategic execution asset that is already built for you. It gives your team the full working method for full customer experience program, and it walks through everything from CX ambition and value pools to operating model and funding. Every asset ships with a worked client example, a clear RACI, defined KPIs, and governance you can defend, so your team adapts it to a live client engagement instead of starting from a blank page.

What is inside

What this playbook covers

This is a preview of the full deliverable. Inside the Stratenity Library, this playbook walks your team through the complete method, section by section, with a worked client example threaded throughout.

  • Context, Scope and Objectives
  • Approach and Methodology
  • CX Ambition and Value Pools
  • Customer Segments and Priority Journeys
  • Capability Foundation
  • Governance and CX Quality

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