We advise on Customer Centricity and Customer Experience (CX)
We help implement customer experience, optimize customer journey maps and effectively manage the customer-centric transformation of companies
Customer Experience (CX) strategy design
Create a vision and value proposition
Develop a unique vision and value proposition that will differentiate your brand and provide a competitive advantage
CX audit
Diagnose internal barriers and challenges and recognize market signals that can spur growth and innovation
Analysis of customer behavior
Identify the key drivers of customers' purchasing decisions and understand what shapes their experience
Defining the implementation plan
Define how to effectively present the Experience Value Proposition to customers and how to integrate it with the activities of the entire organization to ensure a consistent experience
Customer Experience Audit
Evaluation of the current CX
Evaluate the organization's effectiveness in 6 key CX areas and compare the results from different perspectives: management, managers, employees and customers
Employee and customer reviews
Measure your organization's CX maturity by showing what level your company is at today and the desired level you are aiming for
Report and recommendations
Analyze all dimensions of CX - the strengths and weaknesses of the organization and take appropriate action based on the diagnosis and recommendations of experts
Consultation with experts
Get expanded information on the results of the Audit, identify short- and long-term actions
Customer research and trend analysis
Qualitative and quantitative research quantitative
Gain valuable insights on customer satisfaction, drivers of customer loyalty, and key Customer Experience challenges to make better business decisions
Trend analysis
Gain knowledge of market changes to align your business strategy with new customer expectations and give your company a competitive advantage
Report
Gain key insights and a concrete action plan that will help you effectively use customer insights to optimize strategy and grow your organization
Mapping customer paths
Customer research
Learn about the real needs and expectations of your customers. Gather feedback and insights about their experiences, challenges, and key moments in the buying and post-sales process
Visualize the customer journey map
See how customers interact with your brand at every stage of their path. Identify key experiences, remove barriers and discover new opportunities for relationship development and business growth
Experience design
Consciously shape emotions and interactions with customers at every stage of their journey. Create consistent, engaging experiences that strengthen brand relationships and build loyalty
Report and recommendations
Get a detailed analysis of the buying process with practical recommendations and an action plan to help improve the customer experience and increase business efficiency
Measuring Customer Experience
Definition of objectives
Define the key goals you want to achieve in the Customer Experience area to effectively measure and optimize the customer experience
Selection of methods for measuring objectives
Identify relevant KPIs and metrics, such as NPS, CSAT, CES or CX Index, to accurately assess the level of customer satisfaction and loyalty
Implementation of reporting
Monitor key changes in customer behavior through benchmarking and analysis of satisfaction and retention scores
Communication of resultsof
Provide valuable insights on customer loyalty and customer experience to make better business decisions and improve CX strategy