Customer
experience
automation

Building an intuitive customer experience that helps customers navigate through every one of their transactions, with ease. Measuring customer satisfaction throughout the customer journey and optimising the experience to improve brand loyalty and customer retention.

Key Outcomes

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Increase customer satisfaction
and advocacy

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Reduce customer
service costs

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Increase speed to resolve
customer service queries

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Increase word-of-mouth
referrals

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Reduce one-off customers and
improve customer retention

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Proactively measure, manage and
enhance brand reputation

Drive efficiency

A consistent experience for customers across sales, marketing and customer service.

A single-customer-view that enables a customer- centric culture throughout the organisation.

A customer feedback-loop, helping brands listen and optimise their customer’s experience .

A well defined customer-centric culture and strategy, led by senior management teams.

Reduce the risk of crises with a more responsive and agile customer service team.

Accelerate growth

Deepen customer loyalty by delivering a personalised, omnichannel experien.

Integrate and streamline business processes to serve customers better and faster.

Enhance collaboration across sales, marketing, customer service and operations .

Reduce data-silos across the organisation, driving transparency and efficiency .

Accurate, real-time reporting, enabling the organisation to operate with agility.

Our Approach

We develop a roadmap to streamline and optimise the current customer experience and implement a suite of measurement and automation technologies that allow the organisation to streamline operations and improve customer satisfaction.
Customer research

Customer research

Analysing historic sales patterns, customer engagement and customer service data to understand the current status-quo. Researching the wider market to understand customer perception and brand sentiment in order to identify how to better meet customer’s needs.
Customer experience audit

Customer experience audit

Mapping the existing customer experience and processes across sales, marketing and customer service functions in order to identify any gaps and opportunities to improve the existing experience.
Customer experience blueprint

Customer experience blueprint

Drawing from the customer research and customer experience audit, we develop a blueprint to deliver a personalised customer experience to customers across all departments.
Customer journey maps

Customer journey maps

Planning the workflow and each interaction throughout the customer’s sales, marketing and customer support journeys and enabling customers to achieve their objectives intuitively across all touchpoints.
Customer analytics

Customer analytics

Defining the key performance metrics that are needed in order to effectively monitor customer satisfaction. Configuring and deploying a bespoke suite of analytics tools and a customer data platform so the business can measure customer engagement, centralise all customer data and build a single customer view.
CX tech integration & configuration

CX tech integration & configuration

Configuring and deploying a customer experience tech stack that enables the business to integrate sales, marketing, and customer service departments across all customer touchpoints and deliver a personalised customer experience.
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