Phase 1
5 deliverablesExecutive alignment narrative
Approved
Internal rally cry communication
In Review
External MB Connect commitment message
Draft
Co SAT results summary
In Review
CX Action Statement
Draft
Phase 2
3 deliverablesDay in the Life of the Customer story
Draft
Customer Experience Cycle map
Draft
Touchpoint standards
Draft
Phase 3
4 deliverablesWorkflow audit
Draft
Ownership map
Draft
SLA framework
Draft
Claims/credit redesign map
Draft
Phase 4
2 deliverablesCX scorecard
Draft
Continuous improvement roadmap
Draft