Your customers’ experience is shaped at all sorts of moments and in all sorts of places. Not just on your website or app. It’s also reflected in your customer service, your packaging and your emails. Customer experience transcends channels, products and services. That’s why it’s important for an organisation to look at the bigger picture – at all aspects of your service provision. A CX Vision helps with this.

A CX Vision sets out in concrete terms what experience you want to offer customers or users – across all touchpoints and channels. It makes it clear who you want to be for your customers and why they should choose you. A CX Vision provides a framework, gives direction and ensures that customers are at the heart of every decision your organisation makes.

What exactly does that deliver? Simple: happier customers, greater loyalty, and therefore a healthier organisation.

A CX Vision sets out in concrete terms the experience you want to offer your customers or users – across all touchpoints and channels.

Ready to get started on your CX Vision?

Anne van der Veen — Lead CX Strategie & Organisatie

Send message via LinkedIn anne.vanderveen@valsplat.nl

What is the difference between a CX Vision and a Product Vision?

As well as a CX Vision, you also have a Product Vision. They are similar, but there is a simple difference. A Product Vision is the goal on the horizon for one specific product: an app, website or service. The CX Vision is a step higher and looks at the customer experience across all channels. It’s about the overall brand experience. In short: there’s only one CX Vision, but there can be several Product Visions.

How we develop your CX Vision

Developing a CX Vision doesn’t have to take long. If you go about it the right way, you can lay a solid foundation in just two days – one that will serve you well for years to come. Our approach is broadly as follows:

Prepare

Before we get started, we do some homework first. We gather input: from insights into customer needs to figures on customer experience. From strategic goals to brand values. From market trends to relevant societal developments.
Two-day session

We block out two days to establish your CX Vision together with you and your team. On the first day, we zoom out. We look at the organizational goals, what customers want, and what is happening in the market and society. On the second day, we zoom in. Armed with all this knowledge, we set a long-term goal. We determine where you want to go as an organization. We lay the foundation for your new CX Vision.
The manifesto

After the two-day session, we write a manifesto: a compelling, inspiring story that brings your entire organization along in the vision. We formulate projects and actions. So it doesn't stop at a story or just a vision – we make it super concrete and tangible.
And the continuation

Once your CX Vision is established, it is time to put it into practice. You can do this entirely on your own, but we can, of course, also support you. For example, we can help integrate your vision into your workflow. Or we can help translate it into concrete ideas. We can also assist you in defining CX Metrics to make your vision measurable.

Want to find out more about how we work towards a CX Vision in two days? Here’s how we helped PostNL and Odido.

Proud of our clients

What you can expect from us

We’ve been doing this for over 25 years. Over the years, we’ve helped countless organisations to put their customers at the heart of their business.

We are experienced strategists and researchers who will guide your team. We’ve been working in a customer-centric way ever since we started Valsplat in 2000. It’s in our DNA. It’s the foundation of everything we do.
You’ll get more than just a vision, more than an inspiring story. We’re not just strategic; we’re also very pragmatic. We work with you to think through the implementation and the next steps.
Over the past 25 years, we’ve carried out strategic research and design for just about every major player in the Dutch market that takes digital seriously. You’ll reap the benefits of that accumulated knowledge.