24Sessions EN
  • account-set-up-settings
    • Account settings
    • Available languages
    • Logo size
    • Setting up co-browsing
    • Setting up custom backgrounds
    • Setting up the Outlook Add-in
    • Setting up the omnichannel widget
    • Testing 24sessions
  • availability-booking-forms
    • Adjust availability of someone else
    • Availability types
    • Connect your calendar to your 24sessions agenda
    • Edit your blocked slots in your availability page
  • emails-notifications
    • Dynamic Links
    • Dynamic Variables
    • Email Customization
  • faq
    • Add a guest to a scheduled meeting
    • Feature request or feedback?
    • Maximum number of attendees for a meeting
  • meeting-room
    • Backgrounds
    • Grid view
    • Image capture
    • Meeting room
    • Sharing your screen when you have a second screen
    • Video overlay
  • meeting-types
    • Add questions to a meeting type
    • Customize review questions per meeting type
    • Download recordings
    • Live now meetings
    • Setting up the Live Now beta
    • The difference between scheduling a meeting and getting booked by customers
    • Waiting room set-up
  • privacy-terms
    • Data Processing Agreement
    • GDPR compliance
    • How can I have my personal data that 24sessions stores removed?
    • How to obtain & access your personal data that 24sessions stores
    • Request to stop processing my personal data
  • product-library
    • Availability feature
    • Booking form functionality
    • Branded settings functionality
    • Co-browsing functionality
    • Custom domain functionality
    • Customer Experience Growth Model
    • Dial-in functionality
    • Email functionality
    • Live now functionality
    • Meeting types functionality
    • My Account functionality
    • Placeholders functionality
    • Recordings functionality
    • Report functionality
    • SMS functionality
    • User & Groups functionality
    • Waiting room functionality
  • product
    • 24sessions Dashboard
    • Account settings
    • Availability
    • Booking link
    • Co-browsing
    • Dynamic dashboard
    • Instant meeting
    • Language settings
    • Live Now Beta
    • Live now
    • Meeting details
    • Meetings overview
    • Omnichannel widget
    • Outlook add-in
    • Reports
    • Reschedule, cancel, add an additional guest, or assign a meeting to someone else
    • Schedule new meeting
    • Test a call in the testroom
  • technical-documentation
    • Supported Browsers
  • troubleshooting-articles
    • Dial-in
    • Most frequent issues
    • Meetingroom 2.0
    • The guest gets stuck in the media check
    • The sound drops during the meeting
    • You don't have video or audio while you both successfully entered the meeting
    • You're experiencing a bad internet connection
  • users-groups
    • Add a new user or group
    • Group management
    • User roles
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  • What is it?
  • What is the added value?
  1. product-library

Customer Experience Growth Model

What is it?

What is the 24sessions Customer Experience Video Growth Model?

This is a model that introduces 10 pillars, each of which is relevant to fully integrate video as a new channel within an organisation.

The goal of the model is to create business impact with video. What this business impact entails, obviously depends on the department or organization that will implement video. Think of cost savings or an increase in customer satisfaction. The pillars of the model then offer support to realize the right steps towards business impact.

The model can be divided into adoption pillars - stimulating the use of the channel - and performance pillars - using the right software in a valuable way.

To realise adoption of the video channel, you need

  • Not only a project leader, but also Management and IT to set goals, realise processes and create links between 24sessions and own systems.

  • You also need to be able to communicate the value of video clearly. From both customer and employee perspective. What is the proposition around video for your organisation?

  • Marketing plays a major role in communicating the new channel to customers and the organisation internally. Forming a proposition is one thing, but it must be communicated proactively to gain traction.

  • But also the customer journey must be optimised, at which touch points are you going to offer video and how do you ensure that channel choice is with the customer?

  • Finally, you want to integrate video into the work of employees by adapting and automating processes but also by setting clear goals.

Besides adoption, performance has a major influence on impact:

  • Measuring is knowing, work data-driven.. It is relevant to link the data to the goals to generate insight.

  • But video must also fit into the organisation's architecture; for example, which systems should we link to in order to increase ease of use?

  • The software pillar is about deploying the right software functionalities that make the most impact on your goals.

  • Performance also depends on infrastructure and security, think of network requirements e.g. but also hardware of the quality of webcams and headsets.

  • And last but definitely not least - the employees. In addition to knowledge and skill in the technology of video calls, soft skills such as making a connecting via video are also relevant performance boosters.

In cooperation with the organisation, the 24sessions Customer Success Team advises short- and long-term initiatives on these pillars, to successfully implement the video channel.

What is the added value?

Why do our customers use this model?

  1. Turn the initiatives to optimize into concrete action plans

    1. For each level at each pillar, 24sessions has initiatives and advice to take the integration of video to a new level

  2. Benchmarking with other organizations and markets

    1. Using a working sheet, 24sessions developed the possibility to compare the level of video integration with other organizations in the market

  3. Keep track of progress on levels

    1. Plans are great, but keeping track of implemented initiatives and the milestones that still need to be reached is often difficult. The CX growth model helps 24sessions and their customers to keep track of progress and focus areas

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Last updated 1 year ago