1. CX Tool template

2. Voice of the Customer B2C Voice of the Customer B2C Title of CX Tool Your Name Your Company Name CX Tool COVER SHEET: Insert your CX Tool title your name & company name - Title should tell the reader what they will learn / find inside - For box at bottom left corner insert: a.If your company is B2B, B2C or both b.We will insert taxonomy topic

3. Who we are? Who is our customer Who we are: Include 1-2 sentences on your company Customers : If you want to include any customer definition include that here (it could be brokers and end policy holder customers if you were in insurance for example).

4. Please cover the following Please include comments on the what you did, how you did it and any results seen so far – see the following pages for a bit more detail. How you present the content is up to you, but if it includes these basic elements, other CX professionals should be able to learn, adapt and try out similar ideas.

5. Cover: The What Outline what you did, why you did it/ what drove this approach, idea, need And what did you do Can be up to a few slides

6. Cover: The How How did you do it? This could include: how you gained support, how it fit in with other company work, how you executed it, who was involved, how you drove accountability, how it got traction, etc.

7. Tips? Lessons learned? Pitfalls to avoid? Any tips? What do you need? What should you be cautious of? Share anything to help others who may try a similar approach, program, etc.

8. Results so far Any results to show so far? Internal/ external, any measurements are fine if they were relevant for you The type of results you’ve seen (we don’t need specific numbers)