Over the last decades, globalization and digitalization have created a broken link between the employees who deliver products and services to the market and the consumers who buy and use them. The whole point of a CX transformation is to bring customers and employees closer and try to reconnect them.
While companies strive to deliver more and more consistent, effortless and personalized experiences aligned with their brand, they face inconsistent communication, disconnected journeys, a complex ecosystem of touchpoints and channels, increasing customer empowerment combined with the difficulty of orchestrating all the people and initiatives.
Our experience shows that to benefit from its positive outcomes, a clear vision & strategy is key, however execution through cross-functional collaboration and customer-centric culture is critical.
Our Value Proposition
We help you be able to organize yourself around the intended & expected experience and understand the perceived customer experience and act upon it.
To meet this challenge, we are convinced that it is essential to:
- Think Outside-in, starting from the customer’s perspective and then analyze the requirements and impacts on all aspects of your own organization
- Manage your CX ecosystem, by always taking into account the impact of a new product or service on the current ecosystem of journeys, touchpoints & channels.
- Close the loop, by listening and measuring, analyzing & learning, acting and repeating to ensure continuous improvement.
- Focus on moments of truth, to prioritize & concentrate your effort on what has the more impact.
- Empower employees, with the right practices, tools and mindset to make them able to take care of your customers.
Whether you are just starting or looking to raise the bar, our consultants can support you all along your experience management journey.
We help you define your CX vision and strategy that clearly articulates the experience you want to deliver in alignment with your brand and overall strategy and set up your organization to go through the steps of your CX transformation.
We help you design, monitor and improve your customer journeys by visually mapping how your customers interact with your brand. Then we analyze the impact on the organization (processes, touchpoints, systems, involved teams…) and align stakeholders around the vision to enable smooth execution.
We can help you reduce your experience gap by designing and managing your customer or employee voice programs and help you be able to capture feedback across all interactions, share it across the entire organization and act upon it in real time.
Our Methodologies & Tools
Customer Experience / Journey Mapping, Qualtrics XM, Co-creation, Collaborative workshops, Customer research and more.