Method and apparatus for customer experience management
View Patent ↗A customer experience management capability is disclosed. The customer experience management is configured to create a prioritized improvement action plan with regard to the customer experience of a customer of a service provider across all or part of the lifecycle of the relationship of the customer with the service provider.
1. An apparatus for evaluating customer experience management for a customer of a service provider, comprising:
a processor and a memory communicatively connected to the processor, wherein the processor is configured to:
identify a plurality of service provider capabilities of the service provider, wherein the service provider capabilities are associated with a lifecycle of a relationship between the customer and the service provider;
wherein the lifecycle comprises a service provider lifecycle portion having a plurality of service provider categories associated therewith and a customer lifecycle portion having a plurality of customer categories associated therewith;
wherein the service provider categories have a plurality of service provider capabilities associated therewith and the customer categories have a plurality of customer experience touchpoints associated therewith;
wherein the service provider capabilities are identified based on a mapping of the customer experience touchpoints to the service provider capabilities;
wherein, for at least one of the plurality of service provider capabilities, the service provider capability has associated therewith an indication as to whether the service provider capability directly or indirectly impacts at least one of the customer experience touchpoints;
determine aggregate performance score information comprising a plurality of capability performance scores associated with the respective plurality of service provider capabilities of the service provider; and
generate customer experience management analysis results using at least a portion of the aggregate performance score information.
2. The apparatus of claim 1 , wherein, for at least one of the service provider capabilities, the capability performance score of the service provider capability is computed as a sum of a plurality of discipline performance scores of a respective plurality of service provider disciplines associated with the service provider capability.
3. The apparatus of claim 2 , wherein, for at least one of the service provider disciplines, the discipline performance score of the service provider discipline is computed as a sum of a plurality of discipline area performance scores of a respective plurality of discipline areas associated with the service provider discipline.
4. The apparatus of claim 3 , wherein, for at least one of the service provider discipline areas, the discipline area performance score of the service provider discipline area is computed as a product of an importance weight associated with the service provider discipline area and a maturity level of the service provider discipline area.
5. The apparatus of claim 1 , wherein the processor is configured to generate customer experience management analysis results using at least a portion of the aggregate performance score information by:
determining a prioritized ranking of the service provider capabilities based on the capability performance scores of the service provider capabilities.
6. The apparatus of claim 1 , wherein the processor is configured to generate customer experience management analysis results using at least a portion of the aggregate performance score information by:
for at least one of the service provider capabilities, identifying at least one strength of the service provider capability related to impact of the service provider capability on the customer experience of the customer.
7. The apparatus of claim 1 , wherein the processor is configured to generate customer experience management analysis results using at least a portion of the aggregate performance score information by:
for at least one of the service provider capabilities, identifying at least one weakness of the service provider capability related to impact of the service provider capability on the customer experience of the customer.
8. The apparatus of claim 1 , wherein the processor is further configured to:
analyze customer experience management of the service provider for benchmarking against metrics, wherein customer experience management of the service provider is analyzed for benchmarking against metrics using at least a portion of the aggregate performance score information.
9. The apparatus of claim 1 , wherein the processor is further configured to:
determine an action plan for customer experience management of the service provider using at least a portion of the customer experience management analysis results, wherein the action plan comprises one or more actions recommended for the service provider to improve the customer experience of the customer.
10. A non-transitory computer-readable storage medium storing instructions which, when executed by a computer, cause the computer to perform a method for evaluating customer experience management of a service provider, the method comprising:
identifying a plurality of service provider capabilities of the service provider, wherein the service provider capabilities are associated with a lifecycle of a relationship between the customer and the service provider;
wherein the lifecycle comprises a service provider lifecycle portion having a plurality of service provider categories associated therewith and a customer lifecycle portion having a plurality of customer categories associated therewith;
wherein the service provider categories have a plurality of service provider capabilities associated therewith and the customer categories have a plurality of customer experience touchpoints associated therewith;
wherein the service provider capabilities are identified based on a mapping of the customer experience touchpoints to the service provider capabilities;
wherein, for at least one of the plurality of service provider capabilities, the service provider capability has associated therewith an indication as to whether the service provider capability directly or indirectly impacts at least one of the customer experience touchpoints;
determining aggregate performance score information comprising a plurality of capability performance scores associated with the respective plurality of service provider capabilities of the service provider; and
generating customer experience management analysis results using at least a portion of the aggregate performance score information.
11. An apparatus for evaluating customer experience management for a customer of a service provider, comprising:
a processor and a memory communicatively connected to the processor, wherein the processor is configured to:
determine aggregate performance score information comprising a plurality of capability performance scores associated with a respective plurality of service provider capabilities of the service provider, wherein the service provider capabilities are associated with a plurality of categories of a lifecycle of a relationship between the customer and the service provider, wherein the service provider capabilities are configured to support customer experience provided to the customer by the service provider;
wherein, for at least one of the service provider capabilities, the capability performance score of the service provider capability is computed as a sum of a plurality of discipline performance scores of a respective plurality of service provider disciplines associated with the service provider capability;
wherein, for at least one of the service provider disciplines, the discipline performance score of the service provider discipline is computed as a sum of a plurality of discipline area performance scores of a respective plurality of discipline areas associated with the service provider discipline;
wherein, for at least one of the service provider discipline areas, the discipline area performance score of the service provider discipline area is computed as a product of an importance weight associated with the service provider discipline area and a maturity level of the service provider discipline area; and
generate customer experience management analysis results using at least a portion of the aggregate performance score information.
12. The apparatus of claim 11 , wherein the lifecycle comprises:
a service provider lifecycle portion having a plurality of service provider categories associated therewith; and
a customer lifecycle portion having a plurality of customer categories associated therewith.
13. The apparatus of claim 12 , wherein the service provider categories are mapped to the customer categories.
14. The apparatus of claim 13 , wherein:
the customer categories have a plurality of customer experience touchpoints associated therewith; and
for at least one of the service provider capabilities, the service provider capability has associated therewith an indication as to whether the service provider capability directly or indirectly impacts at least one of the customer experience touchpoints.
15. The apparatus of claim 11 , wherein the processor is configured to generate customer experience management analysis results using at least a portion of the aggregate performance score information by:
determining a prioritized ranking of the service provider capabilities based on the capability performance scores of the service provider capabilities.
16. The apparatus of claim 11 , wherein the processor is configured to generate customer experience management analysis results using at least a portion of the aggregate performance score information by:
for at least one of the service provider capabilities, identifying at least one strength of the service provider capability related to impact of the service provider capability on the customer experience of the customer.
17. The apparatus of claim 11 , wherein the processor is configured to generate customer experience management analysis results using at least a portion of the aggregate performance score information by:
for at least one of the service provider capabilities, identifying at least one weakness of the service provider capability related to impact of the service provider capability on the customer experience of the customer.
18. The apparatus of claim 11 , wherein the processor is further configured to:
analyze customer experience management of the service provider for benchmarking against metrics, wherein customer experience management of the service provider is analyzed for benchmarking against metrics using at least a portion of the aggregate performance score information.
19. The apparatus of claim 11 , wherein the processor is further configured to:
determine an action plan for customer experience management of the service provider using at least a portion of the customer experience management analysis results, wherein the action plan comprises one or more actions recommended for the service provider to improve the customer experience of the customer.
20. An apparatus for evaluating customer experience management for a customer of a service provider, comprising:
a processor and a memory communicatively connected to the processor, wherein the processor is configured to:
determine aggregate performance score information comprising a plurality of capability performance scores associated with a respective plurality of service provider capabilities of the service provider, wherein the service provider capabilities are associated with a plurality of categories of a lifecycle of a relationship between the customer and the service provider, wherein the service provider capabilities are configured to support customer experience provided to the customer by the service provider; and
generate customer experience management analysis results using at least a portion of the aggregate performance score information, wherein generating customer experience management analysis results using at least a portion of the aggregate performance score information comprises:
determining a prioritized ranking of the service provider capabilities based on the capability performance scores of the service provider capabilities and potential to positively impact the customer experience of the customer; and
for at least one of the service provider capabilities, identifying at least one of at least one strength of the service provider capability related to impact of the service provider capability on the customer experience of the customer or at least one weakness of the service provider capability related to impact of the service provider capability on the customer experience of the customer.