A CX Vision in two days? Here’s how to do it

If there’s one thing we all struggle with from time to time, it’s time. 

There’s so much to do and so much to organise. Yet another new product, yet more new features. At the same time, you’re also trying to look ahead. You’re fine-tuning your CX Vision and your strategy. But all too often, it gets put on the back burner. And so your long-term plan ends up exactly where it shouldn’t: on the back burner.

But that’s not necessary at all: establishing a CX Vision and strategy doesn’t have to be complicated. And it certainly doesn’t have to take a long time. If you go about it the right way, you can craft an inspiring narrative in just two days. One that will serve you well for years to come. 

Using our work for PostNL and Odido as examples, we’ll show you how we go about it.

Odido and PostNL had more or less the same need: a goal on the horizon, a single target to work towards. For their own team, but also to get the rest of the organisation on board.

During a two-day strategy session at our farm, we delve into every aspect and examine everything in detail. From the organisation to your customers. From market trends to developments in the world around us. We draw the key insights and ideas from this. And we translate these into a vision for the coming years: the manifesto.

Why are a clear vision and strategy so important?

It ensures that everyone internally is pulling in the same direction. It means there’s less debate. It makes it easier to make decisions. It means you focus on long-term ambitions, rather than fixating on today’s problems. A clear vision and strategy are motivating: you have a better understanding of why you do what you do. You can see what your work contributes to. And you can get everyone else on board with that. 

A clear vision and strategy don’t emerge between meetings and day-to-day tasks. Building long-term plans in fragmented moments rarely leads to the best results — and it often takes more time than you think. Time and again, we see that it works better to take a step back for a moment. To zoom out for a moment. To detach yourself from day-to-day operations. And, from that place of calm, lay a solid foundation. 

Ultimately, of course, you simply have to get on with it. You have to translate it into concrete plans, projects and priorities. But it does start with a bigger picture. A vision.

Something you all believe in together.

You only need two days

OK, let’s be honest: we need two days and a bit. The team needs to prepare thoroughly. Because the better the preparation, the better the result. 

We asked the teams at Odido and PostNL to gather input in advance. From insights into customer needs to figures on the customer experience. From strategic goals to brand values. From market trends to relevant developments in society.

All these kinds of insights ensure a flying start to our two-day event.

Day 1: Taking a step back 
We’re off to a flying start. The team begins with short pitches lasting 10 – 20 minutes. We look at the organisation, the customer, the market and society. We delve deeper. Everyone takes notes. We invite experts to share their specialist knowledge. For the session with PostNL, for example, we invited Maaike Coppens and Lisa Moretti to share their experiences with Conversational Design and AI. 

With every topic, we constantly ask ourselves: what is relevant to the vision? What do we include in our plans? What are the major opportunities? What do we need to take into account? In this way, we ensure that the vision and strategy align with the organisation’s ambitions, with what customers want, with the direction the market is moving in, and with developments in society.

So we start by taking a broad view. Together, we assess what’s happening around us. Then, on day two, armed with all those insights and ideas, we do the opposite: we zoom in.

Day 2: zooming in 
We summarise the key findings from the first day into a few themes. These form a dot on the horizon. We then explore together the key steps needed to get there. We identify the projects and actions required to bring the plan to life. And we draft a manifesto: a compelling narrative that draws others into the vision. 

A polished narrative
Once the two days are over, we’re happy to carry on for a little while longer. We refine the manifesto further and ensure the whole narrative comes across as polished. What we deliver is so concrete that you can really get started with it. A vision. The key themes. And the steps needed to get there. That’s it.

What do you do after the session?

Making a plan is one thing, but putting that plan into action is far more important. After the session, PostNL and Odido were able to take an inspiring story back to their organisation. It helps that you’ve created it together. And that the whole team is on the same page. That way, you can be sure that everyone is sending the same message to the rest of the team and the stakeholders.

The venue makes all the difference

For a good strategy session, you need to get away for a bit. Away from the office. Away from your daily routine. Away from your emails. That’s why we held the sessions with PostNL and Odido here on our farm.

We make sure everything is sorted: delicious food, fun activities, an overnight stay in a lovely hotel nearby. You’re truly together, and that shows in the results. It’s intensive, but above all great fun. It creates a positive energy. And it ensures that the vision becomes even more a product of the team – one that everyone can get behind.

Would you like to get started on your CX vision and strategy too?

We can’t wait to welcome you to the farm. Two days (and a bit) of your time – that’s all we need. We’ll provide comfortable spaces, delicious food and overnight accommodation. Everything to help you clear your minds for what really matters: a clear vision of the future for your organisation.