Meet changing consumer expectations – Download the whitepaper

Engine Service Design > Resources > Customer Experience > Scaling the CX function and building capability
Engine Service Design > Resources > Customer Experience > Scaling the CX function and building capability

Scaling the CX function and building capability

Behind every great service is a great organisation – Part 4.

In Part 4 of this six-part series, we investigate the third fundamental of our Design-led approach – Scaling the CX function.

Businesses need a group of motivated people capable of evolving the experience, enablers and culture. Establishing a new customer experience or service design function within a business requires a level of support, integration, engagement and tools that organisations may not be familiar with. In our experience, this requires C-Suite backing and a dedicated team with the right blend of skills and design-thinking.

These teams are no longer in place just to complete service development cycles, or to give implementation of the customer experience a seal of approval. Their role is integral to inspiring and supporting the organisation to invest in services and deliver them well.

The associated challenges that businesses face:

  • Finding ways to improve performance when traditional methods are exhausted.
  • Doing more with less and managing the realities of what this means for a diverse set of stakeholders.
  • Building internal capabilities and doing more in-house.
  • Releasing and harnessing the creativity that exists within the business.
  • Understanding the skills required to drive the change and recruiting people with the right attitude and capability.

 

The activities and assets that help you succeed:

  • Running customer experience training to engage teams in the design process and tools used.
  • Developing training resources and toolkits on paper and online to equip teams.
  • Supporting the integration and reach of CX teams and helping them engage others in their role in the customer experience.
  • Engaging stakeholders in co-developing the change plans, roles and responsibilities to realise delivery.
  • Creating the right structure and governance to support and empower CX teams to get traction and make change happen.
Next week, in Part 5 of 6, we’ll investigate the fourth fundamental – Shaping the company culture – or you can sign up below and download the full story now.

Book time with a Service Design expert

Get in touch

More Engine work

Global consumer-technology business

Identifying and implementing a clear path for future customer self-service automation

Read more

Barclays – Curated Workplace Experience

Creating a vision and strategy for the Curated Workplace Experience for Barclays campuses.

Read more
Back to case studies

Resources

How to create the right customer experience strategy for your organisation

In today's competitive business landscape, it's no longer enough to simply offer a product or service – you need to create a memorable customer experience that sets you apart from the rest. This is where a customer experience (CX) strategy comes into play. A well-defined CX strategy can help you build customer loyalty, increase revenue, and boost brand awareness.

Read more

What Is Customer Experience And Why Is It Important?

In today’s competitive market, and as a result of changing consumer expectations, it is not enough to simply provide a product or service; businesses must also ensure that their customers have a positive experience when interacting with them. But what does a positive customer experience mean, and why does it matter?

Read more
Back to resources