Consulting and Transformation
Customer Experience Strategy
Define the moments that matter and shape how your customers feel. Create seamless, customer-centric experiences across all channels.
Design and Deploy Experiences
Our clients are constantly evolving. Improving and changing their organizations, their strategies, their technologies, their products, their services, their people, in response to their customers’ changing needs. We partner with brands to support these transformations, at any stage of the journey.
CX is an ecosystem. For CX to work everything must work together
Explore all the elements for a complete successful CX transformation.
Experience transformation is holistic. Your off-stage strategies, processes, values and insights must flow through into meaningful, multi-channel experiences that delight your customers. Click on the diagram to find out more
People Partnerships
Focus on relationships, experiences, and human connections.
Experience transformation is about being relevant and impactful in the hearts and minds of your customers. It is about delivering effortless and satisfying experiences, consistently, through motivated and engaged teams, supported by tailored coaching and training. Focus on relationships, not transactions. Experiences, not products. Build organizational structures that facilitate cross-functional collaboration and knowledge sharing, while leveraging the power of tech to enable better, informed and more human connections.
Vision Strategy
Don’t just think about your customers, you need to think like your customers.
In order to develop an effective CX transformation plan, it is essential to have a clear vision of the ideal CX future state that employees can commit to and engage with. A strong CX vision provides context and direction, while also inspiring and exciting both customers and colleagues. It guides how the CX plan is brought to life on-stage and off-stage, helping you to prioritise and align investments, develop tactics and define a strategy to achieve it.
Data Technology
Your ability to transform experiences is defined by the quality of the data on your customers and employees
Data provides more knowledge about behavior, experience, and business performance. Combined with customer feedback and sentiment, this information is the foundation for improvement. It’s essential to create a technical infrastructure that supports cross-functional operations and journey-focused CX management. Omnichannel and single touchpoint technology solutions are a key focus, whether they are engaging buyers online through e-commerce platforms, fostering seamless in-person customer encounters in store, or integrating online and offline brand experiences.
Brand Culture
Employee experience and organizational culture drive customer experience.
Transforming customer experience therefore means transforming employee experience as well. Does the current culture support or damage the delivery of your brand experience? Think about how you want your customers to feel, and create an internal culture around the same values. What are the key messages you want your employees to communicate about your brand? And how can you create an environment that supports them in delivering those messages?
Organisation Operations
Customer experience is a competence, not a function.
In transforming experiences, the aim is to engage ever more seamlessly with your customers. Your organization and operations need to be designed in a way that facilitates a smooth, consistent and joined-up-omnichannel experience. Think about what is having the greatest impact on your customer experience today. What needs to be done to simplify and change it? New off-stage processes and procedures should be created to drive collaboration and work across functional groups to deliver impactful client experiences.
Leadership Governance
Leading customer experience and employee experience is a C-suite activity.
It’s vital to consider what customer-centric mindset is needed to impact your on-stage customer experiences, and what needs to be done ‘off-stage’ to orchestrate the transformation. Getting this right means truly understanding your customers’ needs; having a clear vision of your CX vision and communicating it clearly and convincingly; bringing your CX strategies to life; and monitoring – and learning from – your performance. Sustainable transformation also needs a clear governance system for regular review, alignment and decision making.
The Omnichannel Promise
Have you harmonised your customer-centric retail brand experience? Are all your touchpoints aligned?
Customers are more connected than ever before, interacting with brands across multiple channels every day. Whether shopping online from a desktop or mobile device, by telephone, or in a traditional store, they want to interact though the channel that’s convenient to them at that moment. It’s the customer, not the channel, who should be at the centre of the experience. How seamless is their experience as they go from one channel to another? How are you removing the friction as they move between different touchpoints?
Transforming Experiences
Understanding, evaluating and anticipating the needs of your customers must be your priority.
Transforming experiences requires rigour and alignment across your entire organisation. For customer experience to work, it all has to work. Helping everyone in your organisation to understand and acknowledge this allows you to drive a customer-centric strategy; an impactful leadership experience; an engaged and motivated employee experience; and a powerfully sustainable, impactful and profitable customer experience.
Our 3-Lens Approach
Embracing diverse perspectives is essential for staying ahead of the curve. By examining situations and challenges through the lenses of customers, teams, and experts, we uncover nuances and interconnections that may otherwise remain hidden. This approach addresses issues at their roots rather than merely treating symptoms.
Your Customers’ Perspective
It all starts here! We delve into how your customers perceive the experiences you offer across channels and analyze how these experiences align with their expectations and desires at every touchpoint of their journey with your brand.
Your Teams’ Perspective
Your teams are the backbone of your brand’s success. We review your the aspirations set by your leadership and delve into the challenges faced by your teams in achieving these ambitions across different functions and levels. By identifying pain points and practical challenges, we pave the way for enhanced engagement and performance
Our Expert Perspective
For CX to work, everything must work together. We assess your omnichannel ecosystem, internal organization structures, and the operational intricacies of your physical stores, from back-of-house operations and incentives schemes to team dynamics and front-of-house interactions, among other elements.
Let’s Partner for Success
Contact us to discover how our CX consultants can elevate your customer experience.
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