EX–CX Integration Program · Personalised Output
Your EX–CX Integration Roadmap
Sarah Chen
Northbridge Financial · Director, Customer Operations
Generated 15 May 2026
Section 01
Maturity Assessment Result
Stage
02 / 05
Coordinated
Your organisation has structured EX and CX functions that share data periodically, but lacks shared accountability. The next stage requires co-owned outcomes and a published operating rhythm.
Section 02
Key Friction Points
- 01Frontline service teams interpret the client charter inconsistently across regions, producing variable customer experience.
- 02Employee feedback on operational pain points is collected but rarely reaches the CX design forum within the same quarter.
- 03Performance reviews still emphasise transactional KPIs, undercutting the behavioural shifts the new charter requires.
Section 03
Your Behavior Model
| Stated value | Observable behaviour |
|---|---|
| Transparency | Name the trade-off out loud before recommending a product, even when not asked. |
| Accountability | Close every escalation with a written summary of what changed and what didn't. |
| Partnership | Schedule one unprompted check-in per quarter with each named relationship client. |
| Craft | Document one improvement to your own service playbook each month and share it in team review. |
Section 04
90-Day Activation Plan
Days 1–30
Align
- Convene a joint EX–CX leadership working group with a shared charter and weekly cadence.
- Map current behavioural expectations against the published client charter; identify the three biggest gaps.
Days 31–60
Equip
- Run Behavior Model workshops with the top two highest-friction service teams using your completed model.
- Update the team performance dashboard to include two behavioural signals alongside existing KPIs.
Days 61–90
Activate
- Launch a quarterly EX–CX review forum with named owners and a standing 30-minute agenda.
- Publish first internal scorecard showing behavioural adoption and matched customer experience indicators.