Overview
We empower businesses to revolutionise their customer experience (CX) strategies, taking them from mere concepts to powerful realities. We believe in crafting a customer experience that exceeds expectations, not just to help you achieve your business objectives but to propel you towards unprecedented growth and industry leadership. Our approach spans from meticulous strategy and design, all the way to thorough implementation, effective change management and managed services. We ensure your CX and employee experience (EX) projects don’t just succeed but also yield tangible business benefits.
Our award-winning team have helped some of the biggest and most successful organisations in the world realise their CX ambitions. By focusing on outcomes and supporting brands in driving more value from customer interactions, we enable them to deliver experiences that differentiate themselves from the competition while creating lifelong customers.
Whether your aim is to elevate customer satisfaction to drive loyalty, reduce churn rates, boost your revenue, deliver efficiencies across your customer engagement channels or a combination of all the above, we are committed to designing CX programmes that cater to your unique needs.
Customer Experience
We understand that an effective CX strategy is as unique as the organisation it serves. We offer custom-tailored strategic CX consulting services that delve into understanding your customers and their needs. This comprehension allows us to identify potent improvement opportunities and put in place efficient CX programmes that not only meet but also exceed customer expectations.
- customer service strategy
- omnichannel strategy
- effectively using artificial intelligence (AI) and machine learning (ML) to enhance your CX
We acknowledge that changes in organisational strategies, customer behaviours, and rising competitors necessitate a regular rethink of customer experience. Our role is to guide you through CX transformation small or large, helping you understand not just what to change, but how. We provide insights on how to shift from your present state to your desired state and track the progress effectively.
- evaluate your CX transformation approach
- understand the transition from the current state to target state
- monitor transformation progress and business results effectively
We help you to navigate the CX sourcing market, advising on strategy, supplier selection, and guiding organisations through the procurement process and practical transition. With our support, you can ensure a smooth transition to a new CX outsourcing contract or repatriation back inhouse while improving your overall customer experience. We will:
- advise you on strategy and supplier selection
- guide you through the procurement process
- ensure a smooth transition and improved customer experience
We simplify change. Our experts provide comprehensive support, accompanying you from building the business case for change, through strategy development, implementation, and beyond. With a focus on securing CX and commercial benefits, we accelerate time to value and ensure sustainable outcomes for your business. We will:
- provide you with end-to-end support during change
- secure customer experience and commercial benefits
- accelerate time to value and ensure long-term sustainability
In the modern landscape of ever-expanding CX technology solutions from customer service platforms, voice of the customer tools, knowledge management systems to contact centre software, we act as your reliable compass. Our specialists work with you from requirements analysis to sifting through the noise to identify the technologies that best fit your unique business requirements. Beyond mere selection, we ensure your technology investments are value-driven, effectively aligning them with your overarching business goals to deliver significant results. We will help you to:
- navigate and choose from the array of CX technology options
- select technologies tailored to your unique business needs
- ensure your technology investments yield positive business results
We help firms extract insight from the abundance of CX data. Our approach catalyses meaningful change across all facets of your business. Our data management consulting solutions are customised to suit your unique needs, helping you focus on growing your business while we handle the complex task of data processing and analysis.
- extract insights from your data to drive meaningful changes
- provide customised data management solutions
- evidence your customer outcomes
We harness the power of your data to identify opportunities that drive efficiencies, improve service, and ultimately increase revenue. Our insight and interaction analytics solutions translate your data into valuable insights, enabling a thorough understanding of your customers’ experiences and preferences. This comprehensive understanding helps drive changes that resonate across your entire organisation. We:
- enable valuable insights from interactions including speech and text analytics
- improve your customer experience metrics such as net promoter score (NPS), customer satisfaction (CSAT) and lifetime value (LTV)
- automate Quality Assurance processes
