DRIVE CX TRANSFORMATION
We have been through every step of a CX transformation in a large industrial companie. This qualifies us to coach you at every stage of your own CX initiative, from defining the roadmap to implementation. We act as a sparring partner for your Customer Experience Director.
Our objective : ensure your Customer Experience Director can be on her own as quickly as possible.
CUSTOM-MADE OFFER
Every company is different. We start from where you are and define each step of the transformation together :
Prepare : run an assessment in order to define the roadmap.
Listen : implement the listening capabilities and the most appropriate indicators.
Act : create the « close the loop » process and implement problem-solving capabilities for the more complex issues.
Mobilize : implement Customer Centricity ecosystem to ensure everyone in your company, at every level, puts the customer at the center of everything. Really.
Maintain : develop attitudes and behaviors of a customer culture.
OBJECTIVES
Define the baseline
Understand the current experience, and define the desired one… with customers themselves.
Choose a KPI that meets your needs ; relational and transactional
Complex problems most often involve several departments: we help you set up the system to resolve them.
It is the customers who will tell if you have been successful.
We provide you the means to do without our services as quickly as possible
