The Customer management hub
We're about helping companies from first steps in CX to realising the value of Organisational Customer Centricity.
We focus on aligning the organisation around the customer through the right roadmap, capabilities and solutions.
We deliver the management of customer experience through world class CX Consulting.
To deliver sustainable competitive advantage we believe that organisations need to take a holistic view of customer experience.
Often the focus is on components of the solution such as CX measurement, closed loop feedback or designing great individual experiences.
The objective of Holistic CX is to go further by involving more tools including brand management, the employee journey and proposition development. All of these areas impact on the customer experience and should be considered in delivering customer centricity.
Key services we offer
Customer understanding - Through an examination of existing data and insights, best-in-class journey mapping approaches and state of the art CX measurement, we build deep and actionable understanding of what matters most to customers and why.
Inspire and support employees in CX delivery - We examine the alignment of employee motivation and ability to deliver great experiences with customer expectations. We then deploy tools and activities to boost this customer connection, with lasting benefits for both employee and customer engagement.
CX Measurement - We advise on all aspects of set-up and implementing an integrated CX measurement programme. This includes strategic audits and planning, survey and metric design, analytics and insight generation as well as a range of insight communication channels and media.
CX Technology selection - Making the right selection is key to delivering on your CX strategy. We can guide you through this journey from giving a market overview to managing an RFP process.
Experience design & improvement - We use a variety of workshop and customer-centric design approaches to ensure that knowledge and insight inspires and guides each stage of CX design and proposition development.
An independent audit of customer management strategies is a key starting point to driving change.
Understanding how your strategies benchmark against your competitors and other industry sectors is a key element in focusing management attention and the CM Strategy Benchmark is being setup to provide this context.
Get in touch with us to discuss how we can help you get closer to your customers