KCX™

Customer-led • Data-driven • Saudi-ready

DIM™

The Operating System for Customer-Centric Transformation

What is KCX™?
KCX™ is Kaizen Consulting’s end-to-end methodology that turns customer ambition into measurable outcomes. It unifies strategy, insights, design, operations, and governance, so customer experience isn’t a project; it’s how you run the business.

How it works?
Built on five integrated layers with the customer at the core, KCX™ equips teams to discover real needs, design better journeys, and optimize performance, continuously. Seven phased gates guarantee discipline, advancing quickly, but only once the foundation is solid.

Why it wins?
KCX™ links CX KPIs to business value, accelerating time-to-impact while embedding sustainable change. It’s customer-led, data-driven, and Saudi-ready, so improvements are felt by customers and recognized by leadership.

Layers of the KCX™

01

Customer at the Core

The starting point of KCX™, everything revolves around real customer needs, expectations, and experiences.

02

Strategy & Culture

Aligns leadership vision, values, and organizational culture with a clear customer-centric direction.

03

Delivery Engines

The “muscles” of CX – Insights & Intelligence, Design & Innovation, and Performance & Optimization – turning strategy into lived experiences.

04

CX Structure

Builds the organizational backbone: CX Office, journey owners, analytics hubs, and operational enablers that keep transformation running.

05

Leadership & Governance

Provides oversight, accountability, and governance mechanisms to sustain CX practices and drive continuous improvement.

How KCX™ Works End-to-End?

KCX™ Success Model in Steps

KCX™ works as a structured, end-to-end journey that transforms customer experience from vision to measurable value. Through seven gated phases, it balances speed with discipline—ensuring organizations discover insights, design better journeys, prove impact through pilots, and embed sustainable governance, culture, and continuous improvement at scale.

Phase 1 — Mobilize & Charter

Goal: Stand up the program and align leaders.
Work: Name sponsors, form the CX Office, confirm scope/OKRs, set decision rights, draft high-level roadmap.
Exit gate: Signed charter, RACI, and 90-day plan.

Phase 2 — Discover & Baseline

Goal: Know the customer and the current state.
Work: VoC/VoE and analytics scan, journey inventory, pain-point map, KPI baseline (NPS/CES/adoption), compliance & risk review.
Exit gate: Insight brief and prioritized opportunities.

Phase 3 — Define the North Star

Goal: Lock strategy and culture moves.
Work: CX vision & principles, target customer outcomes, value thesis/business case, priority journeys, culture behaviors & rituals.
Exit gate: Approved strategy and sequenced portfolio.

Phase 4 — Build Foundations

Goal: Put the engines and guardrails in place.
Work: VoC platform & data pipelines, dashboards, design system, standards (accessibility, content, SLAs), governance forums, training plan.
Exit gate: Foundations ready checklist passed.

Phase 5 — Design & Prototype

Goal: Prove solutions quickly on top journeys.
Work: HCD sprints, journey maps & service blueprints, rapid prototypes, ops/process changes, enablement materials.
Exit gate: Pilot go/no-go with defined success metrics.

Phase 6 — Pilot & Prove Value

Goal: De-risk and quantify impact.
Work: Limited rollout, A/B tests/feature flags, coaching & change adoption, closed-loop fixes, benefits tracking (CLV lift, cost-to-serve).
Exit gate: Scale decision backed by measured results.

Phase 7 — Scale, Embed & Optimize

Goal: Standardize and sustain.
Work: Enterprise rollout, automation/RPA, journey owner model, CX Academy, portfolio & funding governance, quarterly value reviews, continuous improvement backlog.
Exit gate: Run-state handover and ongoing cadence (council, KPI board, standards upkeep).

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