Customer experience

Across firms and industry verticals, customer experience transformation is the need of the hour.

Consumer expectations are rising, preferences are continually changing, new companies are emerging daily with highly disruptive experiences, and an increasingly complex technology landscape is preventing you from adapting to and responding to the market to deliver and exceed on customer expectations.

At the same time, you are urging your leadership team to drive further results from customer service, marketing, and technology investments. Whether the focus is on driving topline customer growth or disrupting your industry, CEOs are asking and are being asked by the board:

• How are we anticipating the market and our customers before others?
• How can we deliver enterprise wide experience transformation across marketing, service, product, and IT?
• How do we formulate a sophisticated customer engagement strategy?
• How can we build a culture that is 100% focused on anticipating, delivering, and exceeding on our brand promise to customers and our employees?
• How do we differentiate ourselves in the market through new product and service experiences?

Leading business leaders turn to our customer experience consulting capabilities for the following: to identify the unmet needs of customers, to successfully implement customer experience transformation within their organization, and create, build, and execute new product service experiences for all stakeholders through our unique customer experience transformation framework:

• Design Thinking to identify and create new and relevant experiences
• Digital Readiness Assessment to establish baselines of organization, culture, and technology
• Create, produce, and manage new end user experiences
• Provide industry specific customer experience platforms so that you can focus on your core business
• Continually identify and improve new experience improvement opportunities – CEM

We do this through our unique 3-step approach of Assess, Design & Run:

• Assess: We assess existing organizational readiness for experience transformation, evaluate health & effectiveness of customer experience programs and analyze customer journeys, interactions & processes to recommend KPIs & metrics

• Design:  We reimagine new and improved experiences via Design Thinking, design digital processes that drive increased conversion, retention, & operational efficiencies and optimize customer supporting data & systems

• Run: We run customer experience transformation programs, update production systems, CRM, & contact center and transform call center to engagement center hub