WHAT WE DO
Solution Areas Where We Lead With Our PartnersCX Success Assurance
With endless opportunities to improve business results through a focus on your customer the demand for CX help is ever increasing. But while many of our clients ask us to perform or help perform projects with specific objectives and scope, we often find our clients looking for something simpler, smaller or less formal.
We offer monthly clinics for as little as $2,000 a month and periodic (typically quarterly) CX audits for as little as $5,000 per audit.
Our CX Success Assurance solution offering also combines our CX Talent / CX Staffing providing daily, weekly, monthly or CX SWAT project teams where we provide a team of CX SWAT professionals to conduct a specific project, workstream, activity or deliverable.
CX Capability & Self Sufficiency Building
Most of our clients ultimately want to be able to perform some or all of their own CX activities. To do this they need to build the skills. We teach you the skills in the way you need and want from individual group training sessions to knowledge transfer by working hand in hand with our practitioners to the Clinics and Audits that comprise our Success Assurance solutions.
We help you Build Capability in
- Customer Understanding by clarifying your Persona, Audiences and Segments, creating your Current andFuture Customer Journeys and Experience Designs
- Activating Experience & Journey Design by ‘landing’ your Customer Journeys and Experience Designs on your Operating Model withits People, Processes, Organization, Data, Applications, Technology, Products, Services and Partners,
- Operational Improvement by using CX to drive process improvement
- Enhancing Performance Measurement & Improvement, Enterprise Feedback Management (EFM) and Voice of Customer (VoC) systems by enhancing your CX Metrics models in an era where ‘NPS Is not Enough’ and integratingVoice of Customer (VoC), Voice of Business (VoB), Voice of Employee (VoE), Voice of Partner (VoP), Voice of Analytics (VoA) and Environmental Sensing and even Artificial Intelligence and Machine Learning.
- CX Tech Stack Designincluding selection of CX technologies, technology implementation and platform value realization.
CX Assessments & Diagnostics
This is where we started. Using our famous radar chart that is embedded in our logo we can help you assess where you are today, where you desire to be and what a standard industry benchmark is on any combination of 1 to 128 different elements.
Spanning organizational CX capability, specific experiences, customer or member segments, interaction channels, technologies, metrics, Innovation or any of the other components of your CX model our processes for conducting these can be as little as a single workshop to many months of detailed work and inspection co-creating the results with your team to ensure you own and carry forward the results.
CX Tech Stack Strategy, Design & Activation
One of the most critical weapons in your CX movement is your CX Tech Stack.
From Design and Visualization Tools to Experience Execution to Measurement and Improvement it is critical that you have the right technologies to achieve your current needs and future goals.
You can leverage our rigorous understanding of what is available in the marketplace, what you need, what works and how these components integrate together and with your enterprise architecture
We can apply our proven tools and playbooks to strategize and design your CX Tech Stack, select the right technology solutions to achieve your goals, implement and integrate those solutions, improve your use of current solutions and realize the return on your investment.
CX Technology & Enterprise Feedback Management (EFM) & VoC Selection
In a world where the number of CX Design, Execution and Measurement & Improvement technology solutions is exploding we have a standard and proven process and playbook for performing these selection processes.
This is complemented by our deep knowledge of the vendor landscape and relationships with many of the leaders to ensure you pick the right solution and get the best deal.
We have been involved in selection and activation processes that have involved Adobe, Salesforce, Qualtrics, inQuba, Oracle, Liferay, Medallia, Clarabridge, Nice, Verint, IBM, Pega, Blue Prism and the list goes on.
Let us bring our specialized knowledge of CX systems and technologies and our playbooks and tools to help you be successful.
CX Value Realization & Business Case
Whether selecting and implementing CX technology or performing a CX Strategy, Design or Activation project one of the criticisms of CX as a discipline over the past 20 years is that the investments have not delivered provable, measurable and demonstrable value.
That applies from Personas to Journey Maps to technologies like VoC and EFM and to Performance Measurement and Metrics.
We belief that CX as a discipline is pointless if it does not deliver real business value and our deep experience building, auditing and tracking realization of CX business cases combined with our CX knowledge gives us a unique ability to help you be more successful.
Customer Understanding, Journey Maps & Personas Design
Let’s not forget the basics. The CX discipline is founded on Customer Models of Personas, Audiences, Segments, Journeys and Experiences.
We have 10+ years helping clients develop and activate these models with approaches that leverage workshop approaches, hands-on cocreation team approaches, primary research through surveys and focus groups, ensuring these models relate directly to your operating model and technologies to deliver real and tangible business results.
Experience Design
Journey Maps are used to describe a customers interaction but they do not define actual Experiences. To do tha a Journey Map must ‘land’ on your Business Operating Model (or what we call a Customer Experience Operating Model or CXOM).
This intersection represents the actual experience showing how the People, Processes, Organizations, Technologies, Data, Products, Services and Partner ecosystems link together to deliver on the customer’s expectations.
Have you heard of Customer Thinking? 3 years ago, we integrated Customer Experience (CX) approaches and Design Thinking approaches to create our Customer Thinking approach to Experience Design.
We have 10+ years helping clients develop these models approaching this with a workshop approach, a hands-on cocreation team approach, leveraging primary research through surveys and focus groups, developing experience blueprints and transformation
Our approaches focus on Agile and Experience prototyping and rapid time to value.
CX Metrics & Measures & Performance Measurement & Improvement
There is an old and true saying that you cannot improve what you cannot measure. And it is critical to continuously improve your business operations and the experiences you deliver.
But today we live in a world where a single relationship metric like Net Promoter Score (NPS) is not enough. You need Behavioral, Operational, Transactional and Relationship Metrics in order to truly understand how your customers’ relate to you, all combined in a rigorous Metrics and Measures Framework and Architecture.
Really understanding this requires ‘Voices’, Voice of Customer (VoC), Voice of Partner (VoP), Voice of Employee (VoE), and Voice of Analytics (VoA) for your Digital and Environmental platforms. Gathering insights from Surveys, Webforms, Semantic Analysis of eMails and Chats, Analytics for Call Center Speech, Call Center Metrics in IVR’s and Agent Desktops and even Document Analysis plus increasingly available External Metrics and Behavioral Data.
Integrating this information and applying it to powerful Analytics and even applying Artificial Intelligence and Machine Learning and then Visualizing the results in a way to inform and drive Action are all important elements to understand your customers and deliver truly personalized experiences, responding immediately to urgent and priority customer issues and systematically improving for larger and more valuable long term opportunities.
Our proven tools and playbooks can help you implement the CX Metrics System you need; at the pace you want it and your customers need it.
We have approaches, tools and playbooks to help you design a multilayered and multifaceted CX Metrics and Measurement framework and architecture that provides as many of these elements as you need,
CX Operating Model (CXOM)
Business Operating Models (BOM) have been used for 20+ years and incorporate you People, Processes, Organizations, Technology, Applications, Data, Products, Services and Partners that allow you to do what you do and deliver the highly personalized digital first but not digital only multichannel experiences your customers demand and the business goals your leaders demand.
5 years ago, we evolved that concept to a model that placed the customer and the customers’ experience at it center. By adding Persona, Journey and Experience elements we evolved the Customer Experience Operating Model (CXOM) and wrapped it in CX Metrics and Measures which r drive constant customer awareness and improvement.
This has since been adopted by many CX industry consulting and service organizations as a key CX vision component and by many customers as a clear goal.
Let us help you understand how your own CXOM can provide a critical framework for deciding and prioritizing investments and a vision for how your business should operate in the future.
Customer Experience Innovation
A basic of business success today is the need to Innovate and nowhere is this truer than in the Experiences you deliver, and your Customers expect.
Largely driven by technologies especially the emergence of Artificial Intelligence (AI), Machine Learning (ML), Robotics, Chatbots, Virtual Reality & Augmented Reality, Environmental Sensors (IoT), Computer Visioning, Data and Analytics, and other technology driven advances you have no choice but to stay abreast of these Innovations.
We have proven approaches to help you prioritize the right innovations to adopt, execute the Innovations you prioritize, measure the customer experience impacts of those Innovations and evolve them to deliver on yours and your customer needs,
Executive Briefings
While the relationship between CX success and business success is proven it is still a new discipline to many organizations. We have deep experience in presenting business cases, CX industry briefings, CX Technology briefings, project reviews and many other topics to executives from CEO’s to VP and Director stakeholder groups.
Our services are highly cost effective. Let us show you what we do and help you secure and maintain executive support for what you need to do and get done.
CX Talent
Sometimes all you need is an extra person or two (or ten!). We have access to a broad collection of practitioners across every skillset in the CX discipline. Our CX Talent is highly competent and cost effective.
If you need someone to fill a temporary or longer-term gap in your team then let us know and let’s see how we can help.