Propositions
Customer experience transformation
By listening to your customers, we can create rewarding experiences.
Enhance every stage of the journey
How do we successfully transform an existing digital service or introduce a new one? And how do we make sure our technology implementation aligns with our lead to cash objectives?
We work to enhance every stage of the journey to strengthen conversion and build loyalty because we are driven by an ambition to help you do things better. We qualify and quantify where the customer experience is being undermined and build strategies that will ensure expectations are not just met but exceeded.
We cover these main areas: major business change, malfunction of a current experience, market opportunity for innovation and a disruptive idea that could attract and retain more customers.
Creating loyal customers
What we do for you can be grouped into four areas of activity:
- Saying goodbye to the experience status quo through solving complexity
- Shaping an improved or innovative experience through making ideas real, giving data purpose, and maximising technology
- Making a better experience fully operational through delivering service promises and creating loyal customers
- Making experiences last through building capabilities and maintaining success
Through these we empower you with the skills, insight, and knowledge to embed sustainable, improved CX.
Understanding your
real CX
Care about your end customers by listening to the real experience they are having today at every interaction, so that you can ascertain what they value and their frustrations.
Create a data-led understanding of the motivation and needs of your current and aspirational customers.
Assess how your systems, internal processes and the organisation’s culture are currently impacting your CX.
Engage your employees to discover further insights about your customers and how to best serve them.
Shaping your CX strategy to achieve
your purpose
Use market and customer insight to shape your CX vision.
Define what good CX means in the context of your organisation so that CX becomes the primary driver of competitive advantage.
Articulate a clear CX strategy that will deliver against your customer and is aligned with the wider business strategic objectives.
Agree key performance indicators against your business goals and different CX aims, that allows you to holistically measure success and create organisation wide alignment and focus.
Delivering changes
to transform your CX
Assess the wider transformation agenda, championing and prioritising customer value programmes.
Complete a gap analysis of where you are today against the desired CX future state across people, process and technology landscape.
Identify what is needed to enable the organisation to deliver the CX that customers want and exceeds their expectations.
Include customers throughout your product or project lifecycle to continuously test and learn and ensure outcomes are CX driven.
Co-creating experiences with
your customers
Put your customer at the centre of your design and delivery processes.
Design products and services that deliver initially against a minimum viable experience and can then be continuously iterated and enhanced through customer feedback.
Establish the operating model and governance that will allow you to effectively and consistently deliver against your customers’ expectations.
Assemble and empower mixed teams to collaboratively design the future experience from an outside – in perspective.
Fostering a
customer-centric culture
Formulate the desired employee experience that will be most conducive to driving excellent customer outcomes.
Establish an organisation-wide cultural standard that puts the customer first in all decisions.
Embed a customer-centric mindset, behaviours and frontline principles across your teams.
Empower your employees with the right authority, environment, tools and data to support, deliver and innovate for your customers.
Set objectives, governance, roles, tools, and reporting that will enable your people to be operationally equipped for delivering
and measuring CX success.
