A no obligation consultation to evaluate needs.
Client Solutions That Build Relationships
We hear you loud and clear. Every customer interaction is an opportunity to develop a relationship and reinforce your promise, your brand, your culture.
Discover Client SolutionsOptimizing
Digital
and Human Power
That means combining and maximizing the strengths of every channel towards a common goal.
- Optimize the customer journey
- Amplify moments of truth
- Eliminate irritants and friction points
- Refine the channel ecosystem and their synergy
- Maximize self-service
- Position assisted channels wisely (e.g. chat/chatbots)
- Reduce low-value calls
- Simplify channel changes
- Optimize customer relationship and personalisation
- Consolidate the 360 customer view
- Maximize end-to-end customer lifecycle
- Develop analytical abilities to predict customer behaviours
- Enable proactive customer contact strategies
- Maximize the quality of the human experience
- Design conversation models
- Deploy customer service and CX training
- Evolve into a consulting role
- Implement a customer experience management cycle
Involvement Levels
Three levels of possibilities according to your needs
Each contact centre is its own ecosystem. We offer three levels of approach to meet your needs and spark the right strategic insights.
EvaluateIdentify opportunities for improvement | PlanDefine the target and the changes to be achieved | TransformInvolve your team in the changes | |
---|---|---|---|
Performance audit | |||
Competitor anaysis | |||
CX maturity assessment | |||
Vision and strategies | |||
Return on Investment analysis | |||
Roadmaps and detailed plans | |||
Change management | |||
Benefits monitoring | |||
Why?
- Simplify and streamline the customer experience
- Reduce customer irritants
- Personalize and humanize interactions
- Increase customer retention and revenue
How?
A rigorous and systematic evaluation of the customer experience taking into consideration the following dimensions:
- Digital
- Human
Why?
- Simplify and streamline the customer experience
- Reduce customer irritants
- Personalize and humanize interactions
- Increase customer retention and revenue
How?
Co-creation of detailed strategies and plans to optimize:
- The Customer Journey
- The Channel Ecosystem
- The Customer Relationship
- The Human experience
Why?
- Simplify and streamline the customer experience
- Reduce customer irritants
- Personalize and humanize interactions
- Increase customer retention and revenue
How?
Personalized support to:
- Evaluate the strengths and weaknesses of your customer experience ecosystem
- Develop a vision, roadmap, and detailed plans
- Deliver the change
- 1Initiation
- 2Performance audit
- 3Competitor anaysis
- 4CX maturity assessment
- 5Vision and strategies
- 6Return on Investment analysis
- 7Roadmaps and detailed plans
- 8Change management
- 9Benefits monitoring
Global customer experience assessments based on indicator analysis, customer survey and complaint results, front-line employee consultations, as well as call audits, emails, and other digital interactions (chat/social media).
Comparison of performance levels against best practices, both within the industry and across sectors.
Evaluation of the organization based on the six (6) key client experience competencies.
Identify the desired customer experience, organizational objectives, and methods for optimizing digital and human resources.
Calculate the costs and benefits. Establish the change management dashboard.
Develop a roadmap and detailed plans for change.
Proactively identify and manage resistance and concerns by fostering involvement, accountability, and support throughout the entire process.
Implementing the chosen changes until the anticipated benefits are realized.