Client/Donor Experience - Learning from CMSWire CONNECT

 

Customers and donors compare us to their best experiences, not our peer institutions. Customer and donor needs always outweigh business needs.

The customer/donor is the channel; their experience begins at the first touchpoint. They engage with every aspect of our organization, not just customer-facing ones. CX/DX is an enterprise requiring organization-wide unification. Is our messaging competing across the organization?

The Agile CX/DX team asks, "What's getting in the way?" Asking ourselves about our business superpowers and kryptonite is a must. Customers and donors care about us solving their problems, not our services. Designing for everyone usually solves nothing. We must comprehend our customers' and donors' nonlinear paths and discover the "rocks" that deter them.

Client or donor motivation is the starting point, not technology. Our business taxonomy throughout the organization must align as we develop and adapt. Shared definitions ensure consistent reporting and understanding.

Employee experience (EX) is crucial to CX/DX design. Creating a future-ready workforce speeds up technological adaptation, especially AI.