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Our Services - How We Work

Step 1:  Discovery. The outcome of the Discovery phase is the documentation of your CX desires and the high-level changes required to meet those desired outcomes. These documents become the basis for defining the system, process, and personnel modifications we need to shepherd through the coming project. In some cases, the produced documentation is all you need to allow your own personnel to facilitate the needed CX improvements. In either case, your personnel will be working on the project to accomplish our CX Goals.

Step 2: Project Execution. This is accomplished with a combination of CX+ personnel and your Subject Matter Experts (SMEs). The goal is to enhance existing systems, processes, and personnel procedures with modifications that will yield the desired CX outcomes identified in Step 1.

 

There are two classes of outputs from Step 2:

  1. Documentation of the modifications and enhancements

  2. A system that is ready for testing the new modifications

Step 3: Validation. CX+ will assist as much or as little as you desire. We see our main role in this step as helpers, staff augmentation, and guides. There are four (4) main activities associated with this step:

  1. Define and Develop Validation Plans

    1. Typically, CX+ provides the Project Management for this activity while your SMEs provide the definition and plan development. CX+ can assist in the actual testing document development, depending on your desires.​

  2. Conduct Validation testing

    1. CX+ provides the Project Management and any staff augmentation that you may desire.​

  3. Summarize testing results

    1. CX+ will provide the results summary based on the delivered Validation testing documents.​

  4. Determine whether to move to Step 2 or Step 4

    1. Conduct a meeting or series of meetings to determine if the results warrant moving forward.​

    2. Typically, if nothing is broken, moving to Step 4 is a good way to begin gathering new data and improving CX.

Step 4: Summary/Close Out. CX+ will generate a Summary document detailing Steps 1-3. This document will also serve as the final project invoice, exclusive of any other invoices. Lastly, we will ask you for feedback, 0-100.

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