Our Customer Experience Solutions

Giving you a step-by-step road map to effortless customer experience with our customer experience platform and our customer experience solutions.

Our Customer Experience Solutions

Giving you a step-by-step road map to effortless customer experience with our customer experience platform and our customer experience solutions.

Our Customer Experience Solutions

Giving you a step-by-step road map to effortless customer experience with our customer experience platform and our customer experience solutions.

Our Customer Experience Solutions

Giving you a step-by-step road map to effortless customer experience with our customer experience platform and our customer experience solutions.

One-Stop Customer Experience Consultancy

We will work with you to help deliver an effortless customer experience, one that is insight-driven, seamless and profitable. Our customer experience platform gives you access to real-time data; up-to-date technology that is reliable, secure and intuitive (for the consumer and the business); and the ability to attract and retain a loyal (and profitable) customer base.

Influence behaviour to drive customer satisfaction, loyalty and advocacy at every touch point.

Deliver seamless experiences across every channel, driving competitive edge and market differentiation​.

Implement phone and IVR experiences which strengthen customer relationships & increase self serve acceptance.

Use analytics and CEM Technology to create efficiencies and improve customer lifetime value.

Customer Touch Point Solutions

3 Steps To Success

We follow a three step process for all of our projects to ensure success:

Discovery

The first step is to understand your customer experience operations and the technology you use. We’ll keep your customer front of mind, whilst engaging with key stakeholders, to ensure objectives are more easily achieved. This helps us determine the right focus, very quickly.

Design

Based on our findings from the discovery phase we’ll re-design any area that needs attention, to ensure every touchpoint is effortless for your customers and profitable for your business, whilst creating an environment of continuous  improvement.

Implement

Finally, we’ll work alongside your own teams to implement your new service, whether using your own technologies or rolling out new ones. We’ll also keep a close eye on agreed objectives and KPIs to ensure you maximise the benefits and return on investment now and in the future.

We strive to make our clients happy

We strive to make our clients happy

We strive to make our clients happy

We strive to make our clients happy

Ask Us Anything

All three measures tell you something different and it’s important to identify exactly what it is you want to know and what gives you most value. For example, there is no point measuring NPS if you are a public service with no competition. Likewise, if you are measuring NPS you need to decide if your customers really are likely to recommend your product or service (debt collection for example). If not don’t ask it.

If you want to gather feedback about the quality of an agent or the ease of getting in touch with you, post-interaction surveys are most useful. These are best done as close to the interaction as possible, often in a post call IVR, SMS or on social media. If you want to understand things on a longer term basis you can use less immediate channels such as email.

A customer journey is the what a customer has to do to interact with your organisation. You can measure journeys over different periods of time and multiple aspects of the process, such as digital and its link to telephony or web chat. Mapping a journey and plotting it against customer feedback at each touch point is a valuable way to understand whether your customer journey is negatively or positively impacting your customers’ experience.

Customer journey design is important because to your customers, the journeys are your business. Your customer journeys affect how they feel about you and whether they will continue to do business with you. Using design that engages customers enables you to influence behaviour within the journey, creating a journey that works for you and works for your customers. 

IVR stands for interactive voice response. This is slightly misleading because traditional touch tone IVR (or DTMF if you want to be technical) doesn’t actually interact with your voice. You interact by pushing buttons on the keypad in response to options provided. IVR has traditionally been used to triage calls and help you direct the call to the right team in the contact centre.

Customers don’t dislike IVR itself, they just don’t like IVR that has been poorly designed or that has been put in place to act as a barrier. Well designed IVRs will add value to the customer and the business when they are hardly noticeable (the biggest compliment you can give it).  This applies to both traditional touch tone IVR (DTMF) and newer speech recognition or natural language systems.

Customer Experience Management (CEM) is all about improving the quality and profitability of your organisation’s relationships with prospects, customers, partners and employees. Used well, CEM applications add huge value.

Most organisations want to improve relationships with customers to increase sales, loyalty and advocacy.  All too often they leave it to individual employees or teams which can make a positive difference but the entire organisation needs to be responsible for managing and improving customer experience.  CEM technology is important because it enables effective management and delivery of the experiences your customers have during their relationship with you. When that relationship is managed well it lasts longer and is more profitable.

Blogs and Case Studies

  • Engage to Influence
    Engage to Influence™ - positively influencing behaviour to reaps rewards
    READ MORE
    August 7, 2020
    Blogs
    We share our Engage to Influence methodology - what is its and how to...
  • IVR Payment Processing
    Banking Case Study - Self-Serve Payment Processing
    READ MORE
    July 30, 2020
    Case Studies
    Case Study: helping a leading UK bank implement a new customer journey & IVR...
  • Instant Impact CX
    Achieving Instant Impact in Customer Experience. The what, why and how.
    READ MORE
    July 6, 2020
    Blogs, Our Thoughts
    We share our concept of Instant Impact CX and how to embrace it in...

Keep In Touch

In order to provide you with the requested information, we need to store and process your personal data. For full details on how we store your personal data for this purpose, please refer to our Privacy Policy. Please note we may also send you other related content.  


Close Menu