Customer Experience Management
Build and maintain a strong relationship with your customers. Develop a winning customer strategy, monitor real-time customer feedback, and create a truly customer-centric culture
A consistently great customer experience (CX) is no longer optional. We help you define your CX strategy, embed customer feedback throughout your business, engage employees, and drive business impact and ROI with advanced analytics. Our technology partners connect you with the voice of the customer and employees.
How do you define a winning customer strategy?
It’s crucial to understand what matters most to your customers, and know how to excel in those interactions. We look at what makes your experience unique compared to competitors, and how it helps deliver your brand promise. We also capture the needs of your stakeholders to create common objectives throughout your business and drive real CX transformation.
How do you create and measure memorable “moments of truth” on the customer journey?
To deliver a consistently excellent experience, you must understand the entire customer journey and define KPIs aligned to your strategy. We partner with leading technology platforms Qualtrics and Medallia to capture real-time customer emotions and feedback in critical customer moments. This means you can evaluate and respond to important interactions, and react quickly to opportunities and risks.
How can you create a customer-centric culture in your organisation?
Engage and empower your employees to create memorable customer moments, close the loop with all customer contacts, enhance satisfaction and loyalty, and become truly customer-centric. We provide the programmes and insights you need to maximise staff engagement and retention, so you can improve the experience for both customers and employees.
How can you drive impact and ROI of your customer experience initiatives?
We use advanced analytics and models to mine different data sources (such as financial, CRM, and social media) as well as research survey results, to make the most of your customer engagement programmes, demonstrate the return of your investments, and inform your future strategy and initiatives.