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Our global CX practice – Customer Experience by Design

Building meaningful Customer Experiences; throughout the customer journey

Experienced Practitioners

Our team of experienced practitioner consultants don’t just talk, we walk the talk. We have diverse experiences in many industries such as telecommunications, financial services, consumer, and technology but customer experience and customer service is our heart. We’ve worked in and worked with many organizations in turning their customer experience around and we are very sure we can help your organization.
Our consultants have delivered many projects involving:

  • Customer Relationship Management Strategy Development and Business Transformation implementation;
  • Strategic Customer Experience Management Development and Implementation through an integrated approach of ‘Voice of Customers’; ‘Voice of Processes’; and ‘Voice of Employees’ strategies;
  • Business Process Redesign, using ‘Six Sigma’ methodology and cross-functional improvement teams;
  • Multi-media Contact Centre & Channel Management strategies and full operational setup, implementation, and managed services;
  • Human Performance Improvement Design, Development, and Implementation;

In today’s digital age, managing customer experience (CX) transcends mere interaction; it’s about a holistic journey powered by consulting-led engagement, process transformation, and change management. This approach integrates deep industry insights and customer behavior analytics to deliver personalized experiences that resonate with target audiences. Consulting-led engagements help pinpoint pain points and opportunities in the customer journey, setting the stage for transformative processes that enhance efficiency and satisfaction. Meanwhile, effective change management ensures these improvements are sustainable, fostering a culture that embraces continuous improvement. By prioritizing these elements, businesses can create a competitive edge, driving loyalty and growth through superior customer experience.

  • Customer Journey Mapping: Create detailed maps of the customer journey to understand every touchpoint and interaction your customers have with your brand. This insight allows for the identification of pain points and opportunities for improvement.
  • Persona Development: Develop personas representing your customer segments to tailor the journey and experiences to their needs, preferences, and behaviors.
  • Data-Driven Insights: Utilize data analytics to gain insights into customer behavior and preferences. Leverage these insights to personalize the customer experience and predict future needs.
  • Cross-functional collaboration: Encourage collaboration across departments to ensure a cohesive customer journey. Break down silos that can create disjointed experiences.
  • Customer Feedback Loops: Implement systems for collecting and analyzing customer feedback in real time. Use this feedback to make continuous improvements to the customer journey.
  • Change Management Frameworks: Adopt change management frameworks such as ADKAR (Awareness, Desire, Knowledge, Ability, Reinforcement) to support and guide employees through changes. This ensures that customer experience improvements are effectively implemented and sustained over time.
  • Employee Engagement and Training: Engage and train employees on the importance of customer experience and their role in delivering it. Empowered employees are more likely to contribute positively to the customer journey.