Scott Gilbey's Contact Details

Scott Gilbey's Company Details

Grow CX

N/A, N/A, US • Not Available Employees
Management Consulting

Available to guide/coach on the six areas of CUSTOMER EXPERIENCE (CX) COMPETENCY:STRATEGYClarity of CX vision, degree of C-level sponsorship, customer understanding, data strategy, brand promise, etc.CULTURECustomer centricity, code of conduct, employee experience and engagement, diversity and inclusion, agility, transparency, candor, etc.ORGANIZATIONOrganizational structure and resources, silos, cross-functional adoption, accountability, where does your CX role/responsibility sit in the org chart? etc.INSIGHTSVoice of customer (VOC), voice of employee (VOE), always-on listening (e.g. social media), structured vs unstructured, data vs. understanding, etc.ACTIONTurn insights into prioritized action, design of experience processes, use of appropriate technology, etc.IMPACTMetrics, measures, use of data, ROI, closed-loop feedback, prioritization of cash-producing CX actions, etc.* * *Each CX dimension needs its own maturity assessmentLevel 0 - UnknowingSenior management is unaware of CX as a management discipline.Level 1 - LuckySuccess depends on the ad hoc competence of individuals.Level 2 - EmergentSome formal process discipline beginning to emerge in pockets.Level 3 - DefinedStandards are set and used throughout the organization.Level 4 - ManagedProcesses are document and controlled. All functions and silos are aligned.Level 5 - OptimizedProcesses are automated, to the extent possible, with improvement goals.