Robin Japar
Deliverables
Executive Scorecard
AT&T has access to massive amounts of data, from both digital and traditional sources, yet they struggled to leverage that information in a manner that could tell a customer-centric story in such a way as to drive customer experience. I created the content strategy for a one-page scorecard to better communicate and manage the customer experience at a journey level.
Forrester research indicates that "35% of companies struggle to transform insights into relevant business actions due to people and process challenges."
This well-designed customer experience scorecard embraces data storytelling as the key component to measuring, managing, and reporting on CX health. I did not stop there! I must always take the work above and beyond, so my strategy also communicates product roadmap informing business leaders, CX/UX, and research which experience changes are already in the pipeline. And it provides the research recommendations and predictions for further advancement of that same customer experience.
Key Performance Indicators
Displays the monthly goals, objectives and KPI scores (trending month over month).
Project Pipeline
The changes to the experience which are already in the product road map​.
Customer Assist
When, where, and why customers need help in other channels to complete their task. And the quantified impact that has on the health of the journey.
Recommendations
Shows where the journey is on the CX maturity scale, and gives strategic recommendations to scale.
Market Disruptors
Executive summary of the CX research and strategic recommendations to advance the journey beyond market parity.