Fusing decades of operational expertise, deep technology know-how and first-class consulting methodology, our CX Consulting Practice is optimally equipped to support clients across industries in their digital transformation of customer interactions and experience.
Driven by the ambition to create measurable impact, our consulting approach is customer-centric and implementation-oriented. In other words, our engagement rarely stops at the conceptual phase.
Our consulting portfolio focuses on strategic and operational advisory services designed to deliver CX transformation and elevated value creation.
CX analytics
Data strategy and interaction analytics to derive intelligence for planning & execution of campaigns, optimization of brand positioning and (re-)design of touchpoints and experiences.
Experience design
Service design, product feature innovation and customer journey optimization informed by user research and behavioral modelling.
Process optimization
Redesign of service, sales and marketing processes and integration through a common technology framework to optimize processes flows and frontline engagement.
Organization design
Design of customer-centric organizations enabling coherent execution of the CX strategy.
Interim management
Temporary deployment of CX professionals across operations, technology and PMO functions.
The deployment of state-of-the-art technology in CX operations is a key enabler in achieving sustainable differentiation.
However, clients are faced with a multitude of choices – starting with vendor selection. Significant differences in technology functionality, innovation velocity, delivery model and, naturally, TCO, all need to be considered. Equally important, clients need to scope the functional modules to be implemented to best-fit their emerging requirements.
Additional complexity arises from the need to customize technology beyond industry standards to unlock differentiation capacity. Existing and emerging touchpoints need to be seamlessly integrated and equipped with service innovations.
Our CX technologists are expert in the design and implementation of advanced CX technology architectures enabling data-driven personalized experiences while optimizing ROI.
Technology advisory
Digital transformation consulting from CX technology architecture design to vendor selection.
Application development
Development of proprietary CX analytics, VOC and conversational AI solutions.
The contemporary experience-led market environment requires consumer-oriented companies across industries to take a fresh perspective on customer experience.
Value creation is driven by: first, implementing a CX strategy that adopts an holistic lens across all instances of brand-consumer encounters; second, adopting an operational setup that minimizes organizational boundaries between product, marketing, sales and customer service functions; and, third, deploying an integrated analytics framework across transactional, interactional and informational processes and touchpoints.
Our CX Design and Creative Services practice allows clients to avoid rigid internal functional structures and integrate key CX processes through analytics and cross-leveraging insights to amplify engagement. Our analytics-led CX agency services span digital communication, innovation consulting, and consumer engagement solutions.
CX analytics
Data strategy and interaction analytics to derive intelligence for planning & execution of campaigns, optimization of brand positioning and (re-)design of touchpoints and experiences.
CX analytics
Data strategy and interaction analytics to derive intelligence for planning & execution of campaigns, optimization of brand positioning and (re-)design of touchpoints and experiences.
CX analytics
Data strategy and interaction analytics to derive intelligence for planning & execution of campaigns, optimization of brand positioning and (re-)design of touchpoints and experiences.