What are Client Experience Playbooks (CEP™)?

Client Experience Playbooks (CEP™) are sets of Client Experience Activities (CEA™) you plan to deliver to a specific client segment. Based on the planned Client Experience Activities (CEA™) you can forecast the Client Engagement Score (CES™) over time.

You can use the playbook for the following purposes:

  • Create a plan for your Account Managers that defines what should be delivered to different clients
  • Schedule activities for the vCIOs to distribute their utilization over time
  • Create a nurturing process for the Sales Executives to keep key prospects engaged
  • Define the high touch activities of your onboarding process to make sure you enhance their experience 

The Client Experience Playbook (CEP™)  is available for each Client Segment. You can add Manual or Built-in types into your playbook.

You can assign a playbook to your clients then change the planned Client Experience Activities (CEA™) later.