The needs, focus and foundation for customer experience vary across companies. For some of us it is the cornerstone of our business, for others an emerging aspect in their customer relationship. Some are at crossroads on where to invest, others looking to still deliver the brand experience while reducing costs, and almost all of us must balance disparate priorities and initiatives vying for attention.
Our Methodology
Contextual, metrics based, tailored analysis and advice for evolving Customer Experience
Surface
Understand the aspects and costs of today’s experience delivery.
Align
Optimize tools and processes across functions for the lifecycle.
Roadmap
Prioritize option based on returned value.
Customer Experience (CX) Advisory Services works to help clients understand their own context and develop a path to evolve their customer relationship. It is neither a template to which clients must conform, nor an arbitrary list of best practices. Rather, it is a set of services and exercises, founded on decades of experience, that give clients the insight and data to decide the future while considering today’s context.
CHALLENGES
Do you have a siloed, disjointed or even stagnant approach to planning and delivering Customer Experience? Do you struggle with competing priorities that distract and muddle the vision of your approach? Is the justification “because it is what has always been done”? Often these come from:
Lack of journey alignment
The customer journey is defined by each department for their outcomes, and near term solutions follow
No Evolution within Delivery
Repetition of historical point solutions and processes
Loss of Lifecycle Insight
Pools of information cannot be leveraged for success in the life cycle
Changing criteria for success
Future success may not be found using the path and priorities of the past
OUR OFFERINGS
We offer a suite of Advisory Services to surface, align,
prioritize and plan Customer Experience evolution
