

Context: Understand where we are in terms of CX and identify the Gap between where we are and where we need to be.
Benchmarking: Figure out who are the companies that apply the best practices that we need to bridge the Gap identified in our CX Journey. Here we understand who defines our Customers’ Expectations for us to learn from them, ideally forming a Partnership with the Best in the Marketplace.
CX Mapping: Here we discuss how to map the entire Customer Journey, to define a Hierarchy of Needs for improvements of our CX. This is a very comprehensive analysis to find out how our Customer’s Expectations are created by our Brand.
The Essence of NICE: This module talks about the various levels of performance related to the Customers’ Expectations and how we have to develop our people for them to deliver Great Customer Experiences.
Triple “A” Organization: A very hands on approach is needed to review the Processes, Update the Tools, Develop People and Change the Culture. In this module we discuss how and help to create the Action Plans.
Knowledge Sharing: This module shows how we can map the knowledge inside our organization, so we can guarantee that this knowledge is available to all people that need it to deliver the Great Customer Experience.
Right People at the Right Place: People that are happier and love what they do are much more productive and much more capable to deliver Great Customer Experiences. In this module we discuss how you can map people’s profiles to move them around to their place of highest performance.
The True Meaning of Service: Here we learn that there is no higher Purpose than Service to Others, and how we can empower our people for them to meet the Customers Expectations.
NICE is a Trip

NICE Metodology Explained
