Customer-driven transformation in the Netherlands? The game is on!

Five stages to grow to ultimate customer-centricity

The gap between ambition and reality in terms of customer-centricity cannot be bridged in one fell swoop or within a year. It happens step by step with continuous attention to customer experience at different levels. Organizations go through five stages of customer centricity, with each stage having its own challenges. Five maturity stages can be distinguished:

• Ignore: the organization is still at the very beginning of focusing on customer experience
• Collect: the organization spends most of its time setting up and improving customer feedback measurements
• Analyze: the organization has identified what is needed to improve the customer experience, but these efforts do not structurally lead to concrete customer-driven improvements
• Collaboration: the organization has established processes and collaborations between departments that ensure that from insights the customer experience is structurally improved
• Transform: the organization bases all decisions on insights from the customer experience, from the operational to strategic level

How do you advance a phase?

Each phase of customer centricity requires a different focus. This is also evident from our analysis of the most distinguishing factors that determine which phase organizations are in in the Netherlands. What should you focus on in which phase? The insights from the National Customer Drivenness Monitor 2019 will help you a bit on your way. During our event, we proudly present the new National Customer Drivenness Magazine. Together we celebrate the successes and learning moments that organizations in the Netherlands are experiencing in their transformation to customer-drivenness. We stimulate you with inspiring examples from practice to take another step forward yourself in 2019. In addition, during the event you will immediately get to work yourself with the updated CX Challenge.

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CX Challenge: serious gaming with other CX professionals

During the Customer Experience Challenge, teams answer questions under time pressure and perform tasks in order to collect as many ambassadors for their organization as possible. This serious game has all the ingredients for a lot of fanaticism! This interactive board game is all about combining the most knowledge and the best ideas. The trends and tips from CX practice are directly translated into concrete actions to give hands and feet to more customer-driven. After playing the game, you immediately have a list of activities to start improving the next day. Fun and useful! And of course there is a great prize for the winner: as the best player, you win a CX Challenge that Blauw facilitates in your organization free of charge.