Blink CX Build
Give your service team a clear way to work.
Turn customer experience from individual effort into an operating model your team can use.
Your people are working hard. The way they work is not yet consistent.
When responsibilities, procedures and reporting are unclear, customer experience depends on who handles the request. Blink CX Build establishes the structure behind a more consistent service.
When this is useful
- You are establishing a customer-experience function.
- Your team has grown beyond informal ways of working.
- You need clearer responsibilities across channels.
How the work takes shape
- 1
Understand your current organization and service journeys.
- 2
Define responsibilities, procedures and management information.
- 3
Prepare the operating model for your team to put into practice.
What working with Blink looks like
Blink helps establish or restructure the function: the operating model, procedures and reporting that organize daily work.
- 1
Define the operating model
- 2
Document service procedures
- 3
Connect responsibilities with reporting
What you bring
Your team structure, existing procedures, service channels and the responsibilities that need to become clearer.
What you receive
- Operating model
- Procedure guides
- Executive dashboards within the agreed scope
How you use it
Give the team a shared reference for what happens next and how work is reviewed.
Trigger
A complaint arrives
Responsible role
Assigned service owner
Action
Follow the agreed escalation route
Record
Request history and next action
Staffing, system licensing and technical integrations must be specified in the proposal.
What to bring to the first discussion
Describe the CX function you want to establish or reorganize, the teams involved, your service channels and any existing procedures. Share the areas where responsibility or the next step is unclear; the initial discussion does not require customer personal data.
What the deliverables help clarify
The operating model sets out how the function works. Procedure guides explain the agreed ways of handling customer interactions. Executive dashboards bring the selected management information together. Their detail and technical implementation are defined by the engagement.
Who owns the implementation?
Agree which procedures and decisions Blink develops with you, who approves them within your organization, and who owns ongoing operation. Team readiness and relevant technical integration are discussed within the establishment and enablement scope.
How does Build differ from Pulse?
Pulse diagnoses the existing journey and its gaps. Build establishes or reorganizes the function, processes and management view. If the underlying problem is not yet clear, discuss whether diagnosis should come first.
Does Build include ongoing service operation?
Ongoing channel operation is the focus of Blink CX Desk. Define the transition and operating responsibilities in the proposal rather than assuming they are automatically included in a setup engagement.
Questions before we start
Is this a service or a software product?
This is a customer-experience service. Supporting tools and systems are discussed within the engagement; we do not assume you need a standalone software purchase.
How is the scope agreed?
We start with your challenge, channels, branches and current team, then discuss the relevant responsibilities and outputs.
Are there fixed prices?
A proposal depends on the scope and operating arrangement. Share your needs so we can discuss the relevant details.
Not sure where to start?
Describe the challenge. We will use it to discuss the right kind of support.