Ensuring that customer experience is in your business DNA
A defined customer experience governance structure will entrench customer-centricity as part of your organisation’s DNA, beyond a one-off project and towards a way of working. Customer experience needs to flow through everything the organisation does - isolated ownership results in isolated impact.
While there’s no one-size-fits-all model for customer experience governance to be successful, there must be both centralised and decentralised elements. Effective CX management requires a diverse and deep skillset, combined with vast business and market knowledge, and a specific set of human skills and change management requirements. We firmly believe in the importance of enabling and leveraging every part of the organisation.
While there’s no one-size-fits-all model for customer experience governance to be successful, there must be both centralised and decentralised elements. Effective CX management requires a diverse and deep skillset, combined with vast business and market knowledge, and a specific set of human skills and change management requirements. We firmly believe in the importance of enabling and leveraging every part of the organisation.
How W5 helped Allianz develop a customer experience strategy roadmap
We worked with Allianz to help them embed customer-centricity across their organisation.
Read their storyA customer experience governance framework for integrated CX
We assess the pros and cons of your current structure to determine the optimal working models and help you to define roles and accountabilities, secure resources where needed and outline the soft and hard skill sets required to achieve ambitions. We act as a guide and coach to transition from project-driven, uncoordinated CX, to one that’s integrated across the organisation. Our customer experience framework will elevate your organisation’s capabilities and competencies.
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Customer Experience Management in IrelandWant to know more about customer experience governance?
Clients we've helped
We helped AIB Merchant Services to significantly reduce churn by rolling out our award-winning customer-centricity programme.
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We worked alongside Allianz supporting the development of a road map to customer centricity.
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We've worked with Gas Networks Ireland since 2007 measuring their performance and providing the insight that led them to deliver an award-winning service.
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The W5 team coached and trained ESB Networks in CX strategy and implementation to help them overcome key challenges and identify opportunities to improve experiences.
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Our customer journey mapping for Dublin Bus put its customers at the centre of operations and helped to breed a unified customer-first culture.
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By focusing on the voice of the customer, we enabled Jameson Whiskey to understand the impact of its visitor experience and boost NPS.
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Our CX strategy design and customer feedback programme helped eir to improve NPS, reduce churn rate and boost customer acquisition.
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By mining data to unveil deep customer insights, we helped Norwegian to address key customer issues, leading to the airline winning a Best Customer Service award.
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We designed and built a VoC programme to help Irish Water better understand customer behaviours and carry out continuous improvement initiatives.
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Start the conversation
Get in touch with the W5 team about customer experience management or chat with us online.