Discover
Greater market share, fewer complaints, reduced cost to serve, exceeded sales targets, falling staff turnover… the opportunities associated with improved customer experiences may be clear, but the process to achieve them may be hidden. Our objective diagnostic quickly reveals what you need to do and provides fact-based ideas for improving key performance and experience measures by 25% or more. It also provides you with a benchmark of current performance and measures things that are hard to gauge, such as current resolution and repeat contact rates and the barriers to self service take up.
Benchmark
We have a comprehensive database of organisations in which we have performed discovery over a period of 13 years. Crossing many industries we can cleary show successful KPIs and also where you are positioned in providing execellence in customer experience.
Observations
We form a joint team with you, and train your team in our CEX observation process. Regular calibration ensures we "lift the carpet" to see what is really happening for your customers across your selected channels. Our clients find the process highly effective and engaging.
Stages of Excellence
Over a decade we have produced specific methodologies in understanding your operations. Our stages of excellence in each channel specifies exactly where you are right now, your strengths and opportunities for the future.