Business vision
CXCO worked with the MD & CX Director, with the input of operations team leaders, to define the future state vision for the business for the next 12-18mths. This vision helped bring the customer value proposition to life and became a living document that was used to guide decision-making and prioritisation for initiatives in the next year. The business vision articulated the guaranteed value the customer will receive over the coming year, and indicates how the business intends to deliver on the strategy.
The Vision on a page © was used at the company offsite to guide strategic decision making, inform operational and management plans, and to prioritise business initiatives to achieve the vision. The outcome helped the business understand the business direction, filter initiatives, focus on activities to meet their promise, and will enable them to assess if they have been successful in meeting their objectives at the end of the year.
What were the key benefits?
- Gave the business the tools to focus on their future direction and make decisions.
- Informed the businesses operational and management plans for the coming year.
- Guidelines and principles contained in the vision helped guide prioritisation of initiatives.
What were the key results?
- A vision and strategy communicated through a clear and easy to understand document.
- Increased understanding of the actions needed to accomplish the strategy.
What was the approach?
The Vision was created from a synthesis of a number of insights gathered through both qualitative and quantitative activities. Key inputs included the priorities identified in the current state journey mapping activity, insights from customer focused research, quantitative data from business modelling activities, and business initiatives identified as a priority for the coming year.