본 자료는 CGAP에서 발간한 자료로서 고객경험 측정 또는 이행을 위한 툴, 실험과 관련된 워크북입니다.

TOOLS

- Tool 1: Persona Profile

- Tool 2: Customer Journey Map

- Tool 3: Opportunity Brief

- Tool 4: Business Model Canvas

- Tool 5: Project Planner

- Tool 6: Budgeting Tools

- Tool 7: Team Roles + Descriptions

- Tool 8: Case Study Template

- Tool 9: Customer Satisfaction Survey 

EXPERIMENTS

- Experiment 1: 10 Questions That Work

- Experiment 2: Start a Conversation about Customer Experience

- Experiment 3: Take the Pulse

- Experiment 4: Change Your Scenery

- Experiment 5: Create an Alignment Map

- Experiment 6: Find 3 Agents in Your Community

- Experiment 7: Have Coffee with Customers

- Experiment 8: Follow Front-line Staff

- Experiment 9: Create a Customer Sketch

- Experiment 10: Show the Impact of Your Prototype

- Experiment 11: Check Your Assumptions

- Experiment 12: Scope Your Project

- Experiment 13: Align Your Team Values

- Experiment 14: Storyboard Your Idea

- Experiment 15: Energy Barometer for Weekly Check-ins

- Experiment 16: Make a Video, Show Your Impact

- Experiment 17: Launch a Customer Council

- Experiment 18: Create Insights Cards 

Lead Customer Experience Initiatives

Robust tools to help you integrate and manage customer experience initiatives within your organization – including key frameworks, project planning tools, and design methods.

Perfect for managers that want to create a structure around their work and communicate its value to leadership.​ 

Put Customer Experience into Action

Practical exercises to help you get closer to your customers and make customer experience a part of your core competencies. Each experiment can be done in as little as one or two hours.

Ideal for managers and project teams who’d like to immerse themselves in the value of customer experience or accelerate their work.​