Our Services

What is your CX strategy?

Customer Experience Design & Optimization

According to the Customer Experience in Marketing Survey 2017, within the next two years, 82% of B2B CMO’s and 76% of B2C CMO’s expect to mostly or completely compete based on CX performance. A recent Accenture report showed that over 89% of customers believe that brands need to put more effort into providing a consistent experience. Aberdeen Group reports that companies that had a strong omni-channel strategy retain an average of 89% of their customers as compared to 33% for companies with weak omni-channel strategies. The writing, we believe is on the wall. Our CX services are designed to allow our clients to define and operationalize their CX strategy and to ensure that the organization is capable of supporting the strategy in both the near and long-term. Our CX design and optimization services include:

• Customer Experience Strategy / Brand Enhancement
• Customer Experience Capability Modeling / Future-State Visioning
• Customer Journey Mapping
• Comprehensive CX Training & Education Services

How are your centers performing today (and why)

Contact Center Optimization

For many companies, their contact center operations are the primary way their customers communicate and interact with the company. Our Contact Center Optimization services enable and ensure service delivery that reinforces the company’s brand and CX strategy while also ensuring peak operational efficiency. Our contact center optimization services are designed to thoroughly assess contact center operations and to provide clear, concise and actionable guidance on how operations can be enhanced or improved. Our Contact Center services include:

• Contact Center Performance Assessment
• Benchmarking
• Vendor / Solution Selection
• Solution Design
• Reporting & Analytics Optimization

Understand your actual customer Journeys

Customer Journey Analytics

Businesses often model their customers’ journeys from their own perspective, and these are usually conceptual at best. Often, there is no real understanding or view of why customers continue to use the company’s products or services, why and when they may choose not to, or how the customer’s interactions with the company impact their feelings or impressions of the company.  Through our partners, we are able to offer Journey Analytics tools that change the game and give our client’s the tools and processes they need to truly understand and adapt to customer behaviors in order to make the most out of every interaction. These tools enable the following:

• Uncover and visualize your customers’ real paths
• Keep customers on their journeys by interacting in real time
• Anticipate obstacles and intervene
• Win, keep, and grow your customers by ensuring that they love their journeys

What channels are your customers using and how is each performing?

Channel Utilization Monitoring & Testing

Enables automated, real-time monitoring and testing of end-to-end interactions across all available channels. Utilizing available tools and processes it is possible to continually monitor all communications channels and paths to ensure that contact center operations are the first to know about any problem which may impact customer interactions. Testing is fully automated and may be used to test and measure inbound calls, IVR functionality (including automation), call quality, process compliance, chat functionality, and other contact center interaction channels. This platform is ideal for:

• Automated pre-deployment testing
• Enabling real-time monitoring of all communications channels and related functionality
• Enabling load-testing of inbound communications
• Monitoring process compliance across all channels (voice, chat, etc.)