# Customer Experience and Support - Processes Backlog

This document tracks the implementation status of processes for the Customer Experience and Support specialization. Each process represents a key workflow, methodology, or practice that can be orchestrated through the babysitter system.

## Process Implementation Status

### Customer Success Processes

- [ ] **Customer Onboarding Orchestration** - Comprehensive process for guiding new customers through implementation, training, and time-to-value acceleration. [Reference](https://www.gainsight.com/customer-success-book/)

- [ ] **Customer Health Scoring Implementation** - Process for designing, implementing, and monitoring predictive health scores to identify at-risk customers and intervention opportunities. [Reference](https://www.gainsight.com/guides/health-score/)

- [ ] **Quarterly Business Review (QBR) Preparation** - Structured process for preparing and conducting executive business reviews demonstrating value delivered and planning future success. [Reference](https://www.totango.com/farm-dont-hunt)

- [ ] **Churn Prevention Workflow** - Proactive intervention process triggered by health score deterioration or at-risk signals to prevent customer attrition. [Reference](https://churnzero.net/)

### Support Operations Processes

- [ ] **Ticket Triage and Routing** - Intelligent process for categorizing, prioritizing, and routing support tickets based on severity, customer tier, and agent expertise. [Reference](https://www.zendesk.com/)

- [ ] **Escalation Management Process** - Structured workflow for escalating complex issues through support tiers with clear handoff protocols and communication standards. [Reference](https://www.icmi.com/resources)

- [ ] **SLA Management and Monitoring** - Process for tracking, alerting, and ensuring compliance with service level agreements across all support channels. [Reference](https://www.copc.com/certification/copc-cx-standard/)

- [ ] **First Contact Resolution Optimization** - Continuous improvement process for increasing FCR rates through training, knowledge access, and empowerment. [Reference](https://www.thinkhdi.com/)

### Voice of Customer Processes

- [ ] **NPS Survey Program Implementation** - End-to-end process for deploying Net Promoter Score surveys, analyzing results, and closing the feedback loop. [Reference](https://hbr.org/2003/12/the-one-number-you-need-to-grow)

- [ ] **CSAT Collection and Analysis** - Process for collecting customer satisfaction feedback at key touchpoints and generating actionable insights. [Reference](https://www.qualtrics.com/)

- [ ] **Customer Feedback Analysis Pipeline** - Automated process for aggregating feedback from multiple channels, applying sentiment analysis, and prioritizing improvements. [Reference](https://www.medallia.com/)

- [ ] **Closed-Loop Feedback Response** - Process for systematically following up with customers on their feedback and communicating improvements made. [Reference](https://www.xminstitute.com/)

### Knowledge Management Processes

- [ ] **Knowledge Base Development Workflow** - Process for creating, structuring, and maintaining self-service knowledge content with quality controls. [Reference](https://document360.com/)

- [ ] **Knowledge-Centered Service (KCS) Implementation** - Process for capturing knowledge in the workflow, structuring for reuse, and continuous improvement. [Reference](https://library.serviceinnovation.org/KCS_Practices_Guide)

- [ ] **Self-Service Optimization Process** - Continuous improvement process for enhancing self-service effectiveness through analytics and content optimization. [Reference](https://www.amazon.com/Best-Service-No-Liberating-Customers/dp/0470189088)

### Service Management Processes

- [ ] **ITIL Incident Management Workflow** - Structured process for incident detection, logging, categorization, investigation, and resolution following ITIL best practices. [Reference](https://www.axelos.com/certifications/itil-service-management/itil-4-foundation)

- [ ] **Problem Management Process** - Process for identifying root causes of recurring incidents and implementing permanent fixes to prevent future occurrences. [Reference](https://www.iso.org/standard/70636.html)

- [ ] **Service Request Fulfillment** - Streamlined process for handling standard service requests with defined fulfillment workflows and automation. [Reference](https://www.servicenow.com/)

### Customer Journey Processes

- [ ] **Customer Journey Mapping Workshop** - Facilitated process for mapping end-to-end customer journeys, identifying pain points, and designing improvements. [Reference](https://www.oreilly.com/library/view/mapping-experiences/9781491923528/)

- [ ] **Touchpoint Optimization Process** - Systematic process for analyzing and improving individual customer touchpoints based on journey analytics. [Reference](https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/customer-experience-creating-value-through-transforming-customer-journeys)

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## Summary

| Category | Process Count |
|----------|---------------|
| Customer Success | 4 |
| Support Operations | 4 |
| Voice of Customer | 4 |
| Knowledge Management | 3 |
| Service Management | 3 |
| Customer Journey | 2 |
| **Total** | **20** |

## Next Steps

1. Prioritize processes based on business impact and implementation complexity
2. Create detailed process definitions for each item
3. Implement orchestration workflows using the babysitter SDK
4. Develop quality gates and convergence criteria for each process
