Customer Experience (CX) is the sum of every interaction a customer – whether consumer or B2B – has with an organisation, including their overall brand experience. It’s about perceptions and experiences – past, present and future intentions; emotional and functional – across every touchpoint and channel. Evidence has shown that companies which get CX right reap the financial rewards. CX is the new battleground and is top of every CEO's agenda, yet we know organisations still have much to do in the CX space and it's difficult to get it right.
We help our clients navigate these challenges, to design and deliver customer experiences which lead to profitable growth. By retaining customers and recovering those at risk, growing share of spend, increasing advocacy and driving up operational efficiency we deliver a ‘Return on Customer Experience Investment (ROCXI)’.
We help organisations at all stages of the CX measurement and management process.
Is your organisation delivering on your Brand Promises in these challenging times? Are you adhering to regulatory requirements, and keeping your customers and employees safe? Are you focusing on what really matters to your customers? With health and safety imperatives top-of-mind, we have created solutions to evaluate your sales and service channels – physical locations, digital and contact centres – from your customers’ perspectives, to determine if it’s enough for them to return and recommend you.
We can also help you make the best use of your existing CX data to address your key challenges associated with:
- Understanding how your CX KPIs (NPS/satisfaction and others) have been impacted
- Re-setting targets
- Understanding your customer voice through text analytics.