Customer Experience (Cx) programme

Customer Experience (Cx) Action Plan

✅ Completed Actions

• Governance & Strategy

  • Identified Customer Experience Process Owner (DESA)
  • Developed a Cx Strategic Plan
  • Conducted an external benchmark study (HEIS/Corporate)
  • Established Cx agenda point on various forums

• Training & Awareness

  • Developed a Cx Training Implementation Plan
  • Defined training goals and objectives
  • Identified training programs (content)
  • Conducted training for 166 staff members
  • Awareness campaign commenced (videos produced)

• Process & Systems

  • Mapped customer and empathy journeys, identifying touchpoints
  • Conducted SMS audit (costs and platforms)
  • Conducted letter/email audit (content, platforms)
  • Selected SMAX system to support Cx processes and began campus-wide implementation

• Change Management & Communication

  • Compiled change management budget
  • Compiled training and awareness campaign proposals
  • Conducted several change management communications and distributed videos campus-wide
  • Formed a Steering Committee and held project/task team meetings

🔄 In Progress / Underway

• Institutional-wide customer experience training of staff
• Enhancing Cx interactions through real-time monitoring & measurement
• Change management and awareness campaign

🔲 Remaining Actions & Next Steps

1. Accountability & Ownership

   • Assign responsibility for identified pain points

2. Performance Measurement & KPIs

   • Develop KPIs for Cx performance tracking
   • Identify key KPIs for all customer-facing employees

3. Technology & Systems Enhancement

   • Conduct a CRM system business analysis and secure funding
   • Implement real-time monitoring and measurement mechanisms across multiple touchpoints

4. Ongoing Awareness & Communication

   • Continue awareness and communication campaigns

This plan ensures a structured approach to embedding customer experience excellence institution-wide.

Collaboration partners: Strategic Programme Office, DESA, DIA, DIP, ITS, and Enterprises, a large working group with representatives nominated campus wide.