DEVELOPING CX TRAINING
Transforming an organization to be customer-centric requires more than simply setting metrics and crafting journey maps. True transformation involves building a customer experience (CX) competency that elevates both the value and how-to knowledge of using various tools and methods for teams to leverage in their day-to-day initiatives. As part of a continuing effort around CX transformation at the U.S. Postal Service Maga and its collaborative partners co-created a set of curriculum for training internal teams on CX, journey mapping practices, and how to apply different techniques for identifying new opportunities.
This growing effort has taken an iterative development process focusing on working with innovation and global teams to see how taking a holistic view of the customer’s journey can impact their existing strategies and new initiatives.