CUSTOMER STRATEGY & GOVERNANCE

Having a strong customer strategy, closely supported by the right practices and processes are critical success factors for a Customer-Centric organisation. We can support you to make this happen by:

• Assessing and understanding the current state customer experience, environment, organizational structure, practices and measures
• Discovering gaps in customer experience and align your future state desired experience to achieve your corporate goals
• Co-creating a Customer Strategy and Principles
• Developing the right plan to engage your constituents, deploy the journey mapping solution, integrate with necessary data, measures, processes, and systems to develop your future state customer experiences

EXPERIENCE INNOVATION

We offer proven approaches specially crafted to support organisations to drive innovation. These include:

• Organising and correlating the data with customer-facing information such as Customer Pain Points and Moments of Truth in order to provide you with the prioritized actions for improvement and the metrics to use to measure improvements in your Customer Experience
• Develop a short and long term roadmap
• Build a back-log of Customer-Centric initiatives
• Defining the necessary reporting and metrics so you can report return on your investment to your executive management, so you can achieve a constantly improving Customer Experience deliverable for your internal and external customers
• Journey Map analytics, customer survey data, and financial data to discover the top priorities that will deliver the largest financial outcomes (revenue, margins, churn/retention)

TEAM AND LEADERSHIP COACHING

• Leadership Coaching
• Team Coaching
• Teams of Teams Coaching
• Introducing and driving customer-centric practices, norms and cultures
• Provide vision and direction to all levels of the organisation

CO-DESIGN EVENTS

We are known around the world for throwing fantastic interactive events through our CXCentricConversations.

These are available to be held privately within your organisation to promote learning and discussion in a creative way.

These are also available as a tool for lead generation and to build brand awareness.