FoxCX

FoxCX is a Customer Experience consultancy led by Laurence Fox. FoxCX can help you and your organisation understand the perception your customers have of your business. We can then help develop strategies, design experiences and build a customer centric culture within your organisation. Laurence has over 15 years experience working in customer experience and is hands on when working with organisations to build and deliver the experience they want to and would expect if they were in their customer shoes. There are four areas that FoxCX focuses on to improve the experience: Customer Insights and Understanding o Assessing and designing voice of customer programmes o Identifying customer and employee touchpoints through journey mapping o Determining gaps and research strategies to address deficiencies o Collecting experience feedback from customers and employees CX Strategy o Creating a CX Strategy with senior business leaders that aligns with organisational strategy, goals, and brand values and attributes o Determine the strategic focus, business case, and tactics into programmatic components o Develop a plan for communicating the CX strategy to stakeholders Design, Implement and Innovate o Utilise customer insights to define and prioritise experience requirements and opportunities o Establish and facilitate a defined CX design process o Implement the CX design o Integrate processes and tools for continuous customer experience improvements CX Culture and Accountability o Assess and determine ongoing strategies for sustaining a customer-centric culture o Manage and maintain executive accountability for CX strategy