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Toolkit: Crafting an Effective Customer Experience Action Plan

By September 12, 2023September 19th, 2023All, Direction5 min read
Published on September 18, 2023 | Reading Time: 3 mins

What Happens After the Maturity Review?

Congratulations on completing the initial phases of your Customer Experience (CX) maturity review! Now that you have a clear understanding of your organisation’s strengths, weaknesses, and CX gaps, it’s time to channel these insights into action through the final phase of the process: action planning. This toolkit will guide you through the crucial process of creating a well-defined action plan that will lead your organisation towards achieving its desired CX maturity level.

Phase 3: Action Planning


Analysis of Results: With the validated assessment results in hand, thoroughly analyse the findings. These insights will serve as the cornerstone for developing a comprehensive action plan.


Define Clear Goals: Set specific and measurable goals for enhancing your organisation’s CX maturity. Your goals should align with the target maturity level determined through the assessment.

Identify Initiatives and Projects: Based on the weaknesses and gaps highlighted in the assessment, brainstorm initiatives and projects that will address these areas. Ensure that each initiative is directly linked to improving customer experiences.

Assign Responsibilities and Timelines: Assign ownership for each initiative or project to individuals or teams. Define clear timelines for implementation and completion. This ensures accountability and keeps the plan on track.

Define Key Performance Indicators (KPIs): Establish KPIs that will allow you to measure the success of each initiative. These KPIs should be aligned with the goals you’ve set and reflect the desired improvements in customer experience.

Resource Allocation: Allocate the necessary resources, whether it’s budget, manpower, or technology, to support the successful execution of your initiatives. Adequate resources are vital for achieving the desired outcomes.

Communication and Alignment: Ensure that all stakeholders are aware of the action plan’s details. Transparent communication is essential for generating buy-in and alignment across your organisation.

Measuring Effectiveness: A year after implementing the action plan, conduct a follow-up assessment to measure its effectiveness. Compare the new assessment results with the baseline to gauge the progress made.

Continuous Improvement: Based on the outcomes of the follow-up assessment, refine the action plan. Keep what’s working, adjust what’s not, and identify new initiatives to continue your journey towards improved CX maturity.

Crafting an effective action plan is a pivotal step in your organisation’s CX transformation journey. By translating your assessment insights into tangible initiatives, you’re actively working towards transforming your CX strategy. Regularly reviewing, adjusting, and iterating the plan based on assessment outcomes ensures that your organisation remains responsive to evolving customer expectations, and drives your organisation’s growth and success.

Remember, the journey towards CX excellence is an ongoing process. Continually evaluating and re-evaluating your organisation’s CX maturity, along with crafting action plans to address gaps and reinforce strengths, is crucial for sustained growth and the perpetuation of an exceptional CX culture. This iterative process, when repeated diligently, paves the way for continuous growth and the enduring success of your CX transformation endeavours.

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