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Ethical CX framework

A framework to help businesses turn regulatory requirements into innovative, actionable opportunities by examining the whole Customer Experience and how effectiveness is delivered.

The ethical CX framework helps companies meet regulatory requirements and create meaningful, ethical customer experiences that generate value. As part of our mission to deliver Effective Innovation for business, the framework incorporates 3 key pillars:

  1. Sustainability
    Adopting sustainable practices that ensure compliance and minimise potential harm to users and society.
  2. Accessibility
    Promoting universal design principles to ensure equitable access and benefits for everyone.
  3. Trust
    Building user confidence in all offerings, and fostering strong relationships between businesses and customers.

The framework aims to help businesses respond to the complex challenges of today’s digital landscape, by using these pillars to drive customer loyalty and get ahead of the rapidly evolving technological and regulatory landscape.

It is designed to turn regulatory requirements into innovative actionable opportunities for your business by adopting a holistic mindset and looking at the whole Customer Experience (CX), to impact the bottom line whilst enhancing ethical customer interactions.

What it involves

  • Balanced decision making
    Bringing different teams together to address areas high in carbon or low in trust, enabling balanced decision-making between business goals and ethical considerations.
  • Focused on business value
    Identifying opportunities and then evaluating the high-impact areas where business value can be unlocked.
  • Ahead of regulation
    Get ahead of regulatory requirements while uncovering opportunities to reduce carbon emissions, optimise customer experiences, and maintain trust.
  • Valuing loyalty drivers
    By enhancing trust, sustainability, and accessibility, companies can build long-term loyalty among customers who value responsible and ethical business practices.
  • Start big or small
    It’s flexible and scalable – we can start by looking at one division or product line or assess the entire business.

What you'll get

  • A broad understanding of how compliance demands in areas like data protection, sustainability reporting, and privacy will impact your customer experience.
  • An ethical blueprint for working through ethical design decisions when optimising or transforming the product/service so that the right balance between accessibility, sustainability and trust is forged.
  • Practical changes that can be delivered in the short-term (next 6 months).
  • 2-3 pilot scenarios for adopting new service opportunities into the CX that deliver business value, sustainability, trust and accessibility in the mid to long term.

Want to know more?
Talk to us about the ethical CX framework.

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