Planning Commission: Planning Commission Thursday, February 8, 2024 @ 7:00 pm (Meeting documents)

**Executive Summary**

This document outlines a strategic roadmap for enhancing customer experience (CX) across all touchpoints, aiming to foster greater customer loyalty, increase revenue, and improve overall brand perception. The plan emphasizes a customer-centric approach, leveraging data-driven insights to personalize interactions and proactively address customer needs. Key initiatives include streamlining onboarding processes, implementing proactive communication strategies, and providing seamless omnichannel support. Success will be measured through key performance indicators (KPIs) such as Net Promoter Score (NPS), customer satisfaction (CSAT) scores, and customer lifetime value (CLTV).

The proposed strategy focuses on optimizing three core areas: personalization, proactive engagement, and seamless support. Personalization involves tailoring customer experiences based on individual preferences and behaviors, leveraging data analytics to understand customer journeys. Proactive engagement encompasses anticipating customer needs and offering assistance before issues arise, such as providing tutorials or personalized recommendations. Seamless support ensures consistent and efficient assistance across all channels, including phone, email, chat, and social media.

Implementation of the roadmap involves a phased approach, starting with a thorough customer journey mapping exercise to identify pain points and opportunities for improvement. Subsequently, technological investments in CRM systems, marketing automation platforms, and advanced analytics tools will be undertaken. Training programs for customer-facing teams will ensure consistent service delivery and empower employees to resolve customer issues effectively. Ongoing monitoring and analysis of KPIs will enable continuous optimization and refinement of the CX strategy.