What do you do if your customer experience project is facing risks and challenges?

Even before starting a project,we create something called risk register where we identify the different possible risks based on historical data and knowledge management system in the company and feedback from the different stakeholders 1) we identify the possible risks 2) we identify the potential impact and probability of the risk happening. 3) we put mitigation plan for each risk to reduce its impact on the project by using avoid, transfer or accept the risk 4) we have one person in charge of the mitigation plan 5) we put priority to the risk happening based on their impact on their critical path and the resources available to response to the risk 6) we may decide to accept a risk as it has minimal effect and divert resources elsewhere

Risk identification is the first step to mitigate known risks. Research market trends, case studies around similar areas to think for unknown risks. You can use tools like Failure mode effect analysis, RAID register to track risks, it's impact and mitigation.

Not all risks are equal. Prioritising them based on the degree and potential impact on the project outcomes is the first step. Then develop contingency plans or alternative approaches. Ensure to keep the communication open with stakeholders about the challenges faced and involve them in brainstorming solutions. View challenges as opportunities to improve.

Addressing risks requires considering multiple perspectives and the context of the potential impacts. This involves setting priorities by evaluating timing and budget implications. The decision flow outlines the actions necessary for monitoring risks. Stakeholders and decision-makers rely on accurate data obtained from in-depth analyses of high-priority risks.

Understand the risks and where they are originating from and the possible impact they could have. In other words, do a risk assessment. Prioritize the risks in order of impact and start opening conversations with the relevant stakeholders so everyone is aligned on the risk and possible actions can be agreed upon to eliminate, or, at the very least, minimalize the risk and impact.

Consider creating a risk matrix to visually map out the potential risk and impact of each risk. This will help prioritize which risks need immediate attention and which can be monitored over time.

Durante mi tiempo como Gerente de Hoteles, la evaluación del impacto en los proyectos de experiencia del cliente se basaban en garantizar la excelencia en el servicio. Me gustaba decir esta frase que aprendi de mi socio " Verifica y rectifica" . Esto lo hacia para evitar situaciones como retrasos en la limpieza de habitaciones o problemas con las reservas, para mí es crucial evaluar cómo estos riesgos podrían impactar la satisfacción de nuestros huéspedes. Por ejemplo, un retraso en el servicio de habitaciones podría resultar en una experiencia negativa para el cliente, lo que podría influir en sus futuras decisiones de reserva y en su percepción general del hotel.

Keep all stakeholders informed about identified risks and your plans to address them. Transparent communication can help manage expectations and may reveal additional insights or support.

Una técnica que me ha funcionado para involucrar al equipo en proyectos de experiencia del cliente es la metodología Agile. Esta metodología se basa en la colaboración, la adaptabilidad y la entrega iterativa. Al implementar Agile, el equipo se organiza en ciclos cortos de trabajo, generalmente de una a cuatro semanas de duración. Así mi equipo se enfoca en completar un conjunto específico de tareas que contribuyen al objetivo general del proyecto de mejorar la experiencia del cliente.

Effective collaboration and team engagement is critical for the success of a CX project. With it's very nature, teams should be cross functional and have very clear RACI set out from the beginning. Clear governance and 'ways of working', created at the outset of the project will enable effective engagement and collaboration. When creating your project team, ensure you have the right subject matter experts (SMEs) with clear responsibility / accountability areas. Ensure everyone is valued for their contribution and there is an environment of psychological safety; where people are able to share their insights and have healthy debates to find the right solutions.

From my experience, I work with procedures and that at key points ensures that we are on the right track. These procedures only work with input from the inside out. The structure is organic and must adapt, whenever it is not working or we can do it improvements. With the involvement of the team we get the best of each and a cohesive result

Good, your CX should have risks and challenges. No strategy survives its collision with reality, and adjusting strategy is how the project will achieve desired results. At the inception of the program assumptions should be listed and proxy metrics developed. Adjusting strategy means looking into these metrics, understanding the state of key assumptions and adjusting accordingly. Ensure a culture of curiosity, and an openness to change approach occurs within the team.

Regularly monitor the risks and their impact on the project. As new information becomes available, update the risk matrix and make necessary adjustments to the mitigation plans. This will help ensure that the project stays on track and minimize potential disruptions

As you continue to refine your approach, it is important to also stay up-to-date with the latest trends and technologies in customer experience. CX field is constantly evolving, and keeping yourself informed can give you a competitive edge and help you provide the best possible experience for your customers.

Accurate data is vital for businesses to make efficient and unbiased decisions. By implementing tools and software in your business analysis process to automate daily activities, you can maintain an organized list of risks. Smartsheet's features can streamline risk management and improve efficiency.

Execute mitigation strategies. This may involve reassigning team members, adopting new technologies, revising project timelines, or adjusting budgets.