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Your Customer Experience Governance needs to be one which facilitates ownership, improvement, and innovation of customer experience.
At 6peas, we believe that to help you deliver a truly superior customer experience, and deliver a competitive advantage then you need to develop a customer centric culture.[/vc_column_text][/vc_column][vc_column width=”1/2″][image_hover target=”_self” image=”413″ hover_image=”303″][/vc_column][/vc_row][vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”full_width” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern” css=”.vc_custom_1510078760292{padding-top: 10px !important;padding-bottom: 0px !important;}”][vc_column][vc_column_text]
To do this you need to demonstrate and deliver competence around these six areas:[/vc_column_text][/vc_column][/vc_row][vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”full_width” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern” css=”.vc_custom_1510078779750{padding-top: 10px !important;padding-bottom: 0px !important;}”][vc_column width=”1/6″][vc_column_text]
1.
[/vc_column_text][/vc_column][vc_column width=”2/6″][vc_column_text]Customer Connected[/vc_column_text][/vc_column][vc_column width=”1/6″][vc_column_text]
4.
[/vc_column_text][/vc_column][vc_column width=”2/6″][vc_column_text]Compelling Brand[/vc_column_text][/vc_column][/vc_row][vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”full_width” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern” css=”.vc_custom_1510074164042{padding-top: 10px !important;padding-bottom: 0px !important;}”][vc_column width=”1/6″][vc_column_text]
2.
[/vc_column_text][/vc_column][vc_column width=”2/6″][vc_column_text]Leadership[/vc_column_text][/vc_column][vc_column width=”1/6″][vc_column_text]
5.
[/vc_column_text][/vc_column][vc_column width=”2/6″][vc_column_text]Measurement & KPIs[/vc_column_text][/vc_column][/vc_row][vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”full_width” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern” css=”.vc_custom_1510074164042{padding-top: 10px !important;padding-bottom: 0px !important;}”][vc_column width=”1/6″][vc_column_text]
3.
[/vc_column_text][/vc_column][vc_column width=”2/6″][vc_column_text]Employees[/vc_column_text][/vc_column][vc_column width=”1/6″][vc_column_text]
6.
[/vc_column_text][/vc_column][vc_column width=”2/6″][vc_column_text]Systems and Processes for governance[/vc_column_text][/vc_column][/vc_row][vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”full_width” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern” css=”.vc_custom_1510079244344{padding-top: 35px !important;padding-bottom: 25px !important;}”][vc_column][vc_column_text]
What’s needed for CX Governance?
[/vc_column_text][/vc_column][/vc_row][vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”full_width” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern” css=”.vc_custom_1510074164042{padding-top: 10px !important;padding-bottom: 0px !important;}”][vc_column width=”1/4″][icons icon=”fa-check” size=”fa-lg” type=”normal” position=”right” target=”_self”][/vc_column][vc_column width=”3/4″][vc_column_text]Have you defined structure, roles, processes for customer experience facilitation?
[/vc_column_text][/vc_column][/vc_row][vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”full_width” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern” css=”.vc_custom_1510074164042{padding-top: 10px !important;padding-bottom: 0px !important;}”][vc_column width=”1/4″][icons icon=”fa-check” size=”fa-lg” type=”normal” position=”right” target=”_self”][/vc_column][vc_column width=”3/4″][vc_column_text]Are you guiding customer experience catalysts in each business unit?
[/vc_column_text][/vc_column][/vc_row][vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”full_width” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern” css=”.vc_custom_1510074164042{padding-top: 10px !important;padding-bottom: 0px !important;}”][vc_column width=”1/4″][icons icon=”fa-check” size=”fa-lg” type=”normal” position=”right” target=”_self”][/vc_column][vc_column width=”3/4″][vc_column_text]Have you established customer experience accountability and incentives?
[/vc_column_text][/vc_column][/vc_row][vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”full_width” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern” css=”.vc_custom_1510074164042{padding-top: 10px !important;padding-bottom: 0px !important;}”][vc_column width=”1/4″][icons icon=”fa-check” size=”fa-lg” type=”normal” position=”right” target=”_self”][/vc_column][vc_column width=”3/4″][vc_column_text]Are you mastering customer experience change agent and facilitation skills?[/vc_column_text][/vc_column][/vc_row][vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”full_width” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern” css=”.vc_custom_1510131543665{padding-top: 35px !important;padding-bottom: 0px !important;}”][vc_column][vc_column_text]
Patient Experience Governance
6peas is committed to patient centred care and customer satisfaction, providing independent, professional advice and training. Our goal is to improve health outcomes by creating positive, memorable experiences – one meaningful connection at a time.
We work with acute, sub-acute and primary health care services; NGO’s; universities; pharmaceutical and med-tech companies; and clinicians to determine and understand the ‘true-value’ of the patient and customer experience.
Recasting the understanding of the customer experience is the foundation of innovation and growth.
When customer insights are married with operational strengths, the business model becomes contemporary, robust, flexible and CONNECTED.
How we make a difference:
[/vc_column_text][/vc_column][/vc_row][vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”full_width” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern” css=”.vc_custom_1510074164042{padding-top: 10px !important;padding-bottom: 0px !important;}”][vc_column width=”1/4″][icons icon=”fa-check” size=”fa-lg” type=”normal” position=”right” target=”_self”][/vc_column][vc_column width=”3/4″][vc_column_text]Improving your patient &/or customer experience[/vc_column_text][/vc_column][/vc_row][vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”full_width” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern” css=”.vc_custom_1510074164042{padding-top: 10px !important;padding-bottom: 0px !important;}”][vc_column width=”1/4″][icons icon=”fa-check” size=”fa-lg” type=”normal” position=”right” target=”_self”][/vc_column][vc_column width=”3/4″][vc_column_text]Reducing risk of harm[/vc_column_text][/vc_column][/vc_row][vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”full_width” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern” css=”.vc_custom_1510074164042{padding-top: 10px !important;padding-bottom: 0px !important;}”][vc_column width=”1/4″][icons icon=”fa-check” size=”fa-lg” type=”normal” position=”right” target=”_self”][/vc_column][vc_column width=”3/4″][vc_column_text]Providing process and structure around ‘pain’ points[/vc_column_text][/vc_column][/vc_row][vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”full_width” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern” css=”.vc_custom_1510074164042{padding-top: 10px !important;padding-bottom: 0px !important;}”][vc_column width=”1/4″][icons icon=”fa-check” size=”fa-lg” type=”normal” position=”right” target=”_self”][/vc_column][vc_column width=”3/4″][vc_column_text]Developing communication strategies[/vc_column_text][/vc_column][/vc_row][vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”full_width” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern” css=”.vc_custom_1510074164042{padding-top: 10px !important;padding-bottom: 0px !important;}”][vc_column width=”1/4″][icons icon=”fa-check” size=”fa-lg” type=”normal” position=”right” target=”_self”][/vc_column][vc_column width=”3/4″][vc_column_text]Simplifying governance[/vc_column_text][/vc_column][/vc_row][vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”full_width” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern” css=”.vc_custom_1510074164042{padding-top: 10px !important;padding-bottom: 0px !important;}”][vc_column width=”1/4″][icons icon=”fa-check” size=”fa-lg” type=”normal” position=”right” target=”_self”][/vc_column][vc_column width=”3/4″][vc_column_text]Measurement for improvement[/vc_column_text][/vc_column][/vc_row][vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”full_width” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern” css=”.vc_custom_1510074164042{padding-top: 10px !important;padding-bottom: 0px !important;}”][vc_column width=”1/4″][icons icon=”fa-check” size=”fa-lg” type=”normal” position=”right” target=”_self”][/vc_column][vc_column width=”3/4″][vc_column_text]Sustainability frameworks[/vc_column_text][/vc_column][/vc_row][vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”full_width” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern” css=”.vc_custom_1510074164042{padding-top: 10px !important;padding-bottom: 0px !important;}”][vc_column width=”1/4″][icons icon=”fa-check” size=”fa-lg” type=”normal” position=”right” target=”_self”][/vc_column][vc_column width=”3/4″][vc_column_text]‘Backlog’ Management Strategies[/vc_column_text][/vc_column][/vc_row][vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”full_width” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern”][vc_column][vc_separator type=”transparent”][/vc_column][/vc_row]