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1. 6 Steps to TRUE Customer
Experience Transformation
SM

2. Housekeeping
o The recording and slides for today’s presentation will be made
available within the next 24 hours.
o Please use the chat window to submit questions throughout
the webinar. We will have time designated at the end for Q&A.
o Join the conversation on Twitter by tweeting @Qualtrics using
#CX

3. Kyle Groff, Ph.D.
Principal Consultant, Customer Experience
Qualtrics (Formerly JetBlue)
o Overview
o 6 Steps to Customer
Experience Transformation
o Q&A
Agenda

4. CX
Strong
Leadership
Vision &
Clarity
Engagement
&
Collaboration
Listening &
Learning
Alignment &
Action
Patience &
Commitmen
t

5. 1. Strong
Leadership
Key Takeaways
o Starts at the top
o Executive support is necessary, but not
sufficient
o Subordinates follow their leaders
o More show; less talk
What If I Don’t Have Support?
o Return on Investment modeling
• Demonstrate value added
• Repurchase, Forgiveness, Word of Mouth
o Trial Program
• Start small; grow in complexity
o Case Studies
• Success stories

6. 2. Vision &
Clarity
Key Takeaways
o Be specific
o Short & simple is better
o Provide clear message
o Include road map
o Specify steps & milestones
How Do I Create a Vision?
o Determine ideal future state
o Create first draft
o Seek input
o Iterate and edit
o Finalize & add road map

7. 3.
Engagement
&
Collaboration
Key Takeaways
• Engaged employees are essential
• Pockets of engagement aren’t enough
• Cross-functional synergy is necessary
How Do I Engage Employees?
o Formal program is necessary
o Listen & take action
o Capitalize on group/company strengths
o Address group/company opportunities

8. 4. Listening
& Learning
Key Takeaways
o Systematic collection
o Comprehensive coverage
o Draw insights
o Enable action
How Do I Set Up a Listening Program?
o Determine what you want to know
o Identify how you want (or should) listen
o Collect information
o Summarize & analyze

9. 5. Alignment
& Action
Key Takeaways
o Leverage vision statement & road map
o Insure groups understand their purpose and
contribution
o Guide action towards common goal with group-
level focus
How Do I Know What Actions To Take?
o Implement objective system
o Drill down to key drivers and root cause
o Pilot potential solutions
o Track results

10. 6. Patience
&
Commitment
Key Takeaways
o It is hard to wait
o Iteration is necessary
o Culture change takes commitment
How Can I Show Progress?
o Customer success stories
o Communication plan around micro and macro wins
o Be your best PR tool

11. Strong
Leadership
Vision &
Clarity
Engagement
&
Collaboration
Listening &
Learning
Alignment &
Action
Pa#ence
&
Commitment
6 Steps to Customer Experience
Transformation

12. Q&A