Our strategy consultants connect with leadership to understand CX challenges and pain points.
Our Analysts present the state of current CX levels and benchmarking against industry leaders.
We understand the team structure, governance, and current CX ecosystem before conducting CX Audit.
Direct Voice of Customer includes survey/poll, a complaint from the customer, market research, forum/panel. This involves almost all direct channels.
A tweet, chat or email, sentiments through call recording, or agent notes. This may include social mentions from other sites.
Most implicit feedbacks observed from web behavior, contact center, store, etc. This also includes purchase history, even mouse movements.
A better EX leads lower cost
Quality reduces defects and costs
First Call Resolution betters C-SAT
Upsell and cross sell opportunities
Higher margins and repeat business
Connect business moments, and personas to boost customer experience outcomes across departments.
Identify high impact cracks in CX journey and aim for quick wins by fixing urgent and most critical issues.
There’s no silver bullet to improve CX overnight. Set the realistic goals to create CX foundation first.
CX is like a fresh running water. Relentlessly you need new ideas to create better experiences.
Collect feedback from clients (B2B) or customers (B2C) on sales, support execution, and C-SAT.
Conduct customer and competitive analysis and find the experiential quotient (XQ) of your offerings.
Diagnose and benchmark CX and Digital maturity levels and create a strategic plan for improvement.
Have a strategy, check against your promise. Create a program to improve Customer Experience continuously.