CX Transformation

Customer centricity is a mindset and a way of doing business that focuses on creating positive experiences for the customer through the full set of products and services that the enterprise offers. Customer-centric businesses generate greater profits, increased employee engagement, and more satisfied customers.

How you will know it’s a customer centric company?

We help organization to develop the customer centric culture and CX Adoption.

Hiring & Training: Selecting right talent, Continuous training & grooming, Team Building, Employee Engagement, Servant leadership, physiological safety,

Communication:   Sharing success stories, Active communication with inside and outside, democratize customer insights, facilitate direct interactions with customer, operationalize customer empathy, link employee customer to customer outcome., Make everyone accountable for CX.

Culture of reward:  Recognizing, Rewarding customer centric initiatives. Embedding rituals that are adhered and celebrated, rewarding for behaviors which need to be imbibed.

CX Governance Framework

We help customers to setup essential elements of CX governance: 

1. CX Core team. They are dedicated Customer Experience professionals who define a CX strategy and roll it out throughout the rest of the organization.

2. Reporting executive. C-level suite who builds the bridge between the CX core team. They report the results from team to management and give input to the team based on their comments.

3. Steering committee. They review metrics and methodologies and give their advice to the core team.

4. Working groups:  These people really drive the customer experience change in their respective silos.

5. CX ambassadors. They can be from any level, but are mostly mid-level and/or frontline.

We help cusomers understanding Customer insight

The company enjoying several benefits of VOC and customer insights: Service Improvement , Brand Management , Product Development and Innovation , Marketing Efficiency , Market Fit - go-to-market strategies

VoC data from the customers and employees in different ways: Customer Interviews, Online Customer Surveys, Live Chat, Social Media,  Website Behavior, Recorded Call Data, Online Customer Reviews , In-Person Surveys, Net Promoter Score, Focus Groups, Emails. Dedicated Feedback Form

Qualitative: Get actionable insights. Contextual interviews, Participant observation, Mobile Ethnography, work along, Self-documentation, Non participant observation.

Quantitative: Monitor KPIs over the time. Surveys, tracking, Big Data, A/B Testing, Heatmaps, Conversion Analysis, customer segmentation.