Customer Experience
From Tweaks to Transformation

Customer Experience

Why Behavioral Economics for Customer Experience?
Behavioral economics can reduce customer effort, incentivize profitable behaviors and increase customer lifetime value.

The quest to deliver the ideal customer experience has been underway for years with mixed success. Many firms have harvested the low hanging “improvement fruit." Now it's time to move from tweaks to transformation.
 
Our unique blend of business consulting and deep technology puts human-centered design thinking at its core to help you develop a cohesive program that serves customer expectations better and drives top-line revenue.

We help you modernize your operating model, rooting it firmly in the outcomes customers seek. We help you determine which operational improvement areas to focus on to make the biggest impact. We don’t just help you formulate a customer experience strategy and insights, we help implement technology, drive it across channels, monitor results and adapt your culture.

 

Video: Customer Experience Overview
FOCUS AREAS
Salesforce.com

Customer relationship management is a modern name for an old concept—knowing your customer. Does your sales team have the insight it needs to grow the business, and is it equipped to deliver maximum value? 

Customer Strategy & Insights
With an abundance of customer data available from a growing number of sources, organizations are challenged to integrate and analyze this data, develop key insights, and build effective strategies to target and retain their most valuable customers. Can you?
Digital Strategy
It’s called “digital disruption” for a reason. Just about everything we do today has been revolutionized by the speed and magnitude at which digital channels impact how we interact and communicate.
High Performance Contact Center
Delivering a successful customer experience means making it easy for your customers to do business with you. That starts with your contact center.
LATEST INSIGHTS
The trend of targeted campaigns based off of customer habits continues to grow.
Date : March 30, 2017
Date : March 29, 2017
A large medical association sought to become a digital workplace. Our “DEEPEN” approach provided an “outside in” viewpoint that has guided development based on the needs and expectations of association employees. The result has already had an impact on employee engagement.
Industry:
Date : March 28, 2017

With a greater focus on the customer experience, utilities are looking for ways to differentiate. Watch this video where our leaders share what will be required of utilities in the future.