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76 KUMPULAN WANG PERSARAAN (DIPERBADANKAN) FoR BEttER PERFoRMANcE
ENTERPRISE REVIEW
RETIREMENT SERVICES
OVERVIEW OF CUSTOMER EXPERIENCE (CX) FRAMEWORK
CUSTOMER
KWAP’S VISION, MISSION AND VALUES
1. Build a world class customer experience environment
2. Proactively meeting future demands of customers through continuous value
TARGET creation initiatives
OUTCOME 3. Turn adversity into opportunities for service offerings
4. Institutionalise “Customers Come First” mindset across KWAP
4 CX OBJECTIVES 6 GUIDING PRINCIPLES
Unified Service Accessible Continuous
Communication Excellence Touchpoints Improvement
OBJECTIVES
AND GUIDING Know our Customer Customer in Empowered
PRINCIPLES Customer Lifecycle Mind Talent
Management
Integrated
Inclusivity Socio-economic
Model
Value
KEY Know our Added CX Operational Customer Government
THRUSTS Customer Services Mindset Excellence Intelligence Relations
KEY
PILLARS Process Structure People Digital Governance
* The internal targets and milestones might be added as KWAP further enhance this framework and customer experience strategy in
the future.
