Our approach to engagement

Our startegy to CX engagements

We are aware that CX strategies vary widely. What ought to be an individual CX strategy and action plan should take into account your customers, your industry, the macroeconomic environment, and the direction of your organisation.

CX benchmarking and consulting

Because of this, our strategy for CX engagements is insight and consulting-led; we want to make sure you have a plan that gets you the results you desire and is customised to the specifics of your company.
We use data from the annual Global CX Benchmarking survey by Aipalisade to understand the issues, problems, and market trends that will affect the future of customer experience, as reported by CX leaders.
Additionally, in six key areas—customer experience design, customer experience maturity models, contact centre development model, comparative benchmarking service, omnichannel optimisation workshop, and robotics & AI evolution workshop—we offer evidence-based insight, transformative advice, and prioritised action plans.

CX transformation

After that, we create and present a solution to help you achieve revolutionary CX.

Managed Services by CX

Finally, as you convert, we can manage and run your entire CX solution with our CX Managed Services.

We create valuable relationship

Customer Analytics

Personalization and differentiation, management intelligence, product development, and productivity, as well as speech analytics and customer data analytics, can all be improved with the aid of our customer analytics.

To better serve our clients, we modify your products and go-to-market strategy using the knowledge gained from your data.

This enhances productivity and allows us to offer better service.

Integrate

Integrate interactions into experiences that stand out

We assist you in comprehending, creating, and providing a smooth, personalised consumer experience across all channels.

We begin by getting to know your business needs and working with you to create a change plan.

Then, utilising both your new and legacy technology, we help your evolving channels function in the most efficient, client-focused manner possible.

Automate and optimise

We offer consulting services to assist you in determining the best way to deploy automation given your business operations, consumer preferences, and risk environment.

We'll assist you in deciding how much automation you should implement, what processes to automate, how structured versus cognitive your automation should be, and how to allow robots to interact with and learn from live agents.

Improve performance and give your staff more freedom.

We provide you with the systems and procedures you require to oversee employee performance and ensure that your customers receive consistently excellent customer service in the most cost-effective manner possible for your company.

The execution element

Why it matters?

These allow us to offer you evidence-based knowledge, transformative counsel, and prioritised action plans in six key areas:

Customer Experience Maturity Model - Recognize your organization's current level of customer experience maturity and take efforts to advance it.
Contact Centre Development Model - Understand the present condition of your contact centre and take action to improve it's integration with your business using the contact centre development model.
Customer Experience Design - Create a set of CX guiding principles and design guidelines that tie your customers' journeys to your CX strategy.
Omnichannel Optimisation Workshop - Understanding the existing and necessary omnichannel strategy, particular to your organisation, based on value, is the goal of the omnichannel optimization workshop.
Digital Experience Capability - Gain knowledge and organise your efforts to create a digital experience for your company that is consistent with your larger CX objectives.
Comparative Benchmarking Service - It is known that the report is the most helpful, reliable, and thorough of its type.