As part of my job as a CX Strategist, I have to uncover tacit information from customers and businesses, and then make it explicit to stakeholders. Although the information may already be explicit, it usually lacks structure and, most of the time, it does not address all key viewpoints. One of my goals is to identify these perspectives and represent them in a meaningful way, so stakeholders become conscious of how they relate to the customer and their impact on the business. As a result, there is an increase in collaboration and commitment towards a better customer experience – from all stakeholders – which is beneficial to both businesses and clients.
Please find below some of the artefacts I usually produce, or tasks I undertake, in order to build a great customer experience. These are grouped into 5 main activities as follows: