Empowering Customer Experience Through CX Consulting

Elevating Customer Experience & Advancing Self-Service Utilization

Goals

  • Decipher the nuances of the customer service journey to enhance it, cultivating brand allegiance throughout the engagement process.
  • Simplify the promotion of immediate loyalty, amplifying customer delight during their service interactions.

Goals

  • Decipher the nuances of the customer service journey to enhance it, cultivating brand allegiance throughout the engagement process.
  • Simplify the promotion of immediate loyalty, amplifying customer delight during their service interactions.

Strategy

  • Adoption of Design Thinking to harmonize user need, intrinsic business value, and the potential to suggest viable solutions.
  • A human-centric methodology that amalgamates diverse perspectives, offering a comprehensive view of the underlying issue.

Strategy

  • Adoption of Design Thinking to harmonize user need, intrinsic business value, and the potential to suggest viable solutions.
  • A human-centric methodology that amalgamates diverse perspectives, offering a comprehensive view of the underlying issue.

Highlights

  • Rapid prototyping facilitating iterative testing and learning.
  • Comprehensive insights garnered from consumers interviews, employee discussions, and an intensive 16-hour operational listen-in.
  • A brainstorm resulting in 32 innovative propositions for customer experience
  • Extensive quantitative research, delving deep into 50 distinct aspects.

Highlights

  • Rapid prototyping facilitating iterative testing and learning.
  • Comprehensive insights garnered from consumers interviews, employee discussions, and an intensive 16-hour operational listen-in.
  • A brainstorm resulting in 32 innovative propositions for customer experience
  • Extensive quantitative research, delving deep into 50 distinct aspects.

Results

  • A commendable 7pp uptick in the adoption of customer self-service options.
  • Automation efficiency witnessed a rise, escalating from 82% to an impressive 89%.
  • Significant curtailment in callback frequency, coupled with a surge in consumer contentment.

Results

  • A commendable 7pp uptick in the adoption of customer self-service options.
  • Automation efficiency witnessed a rise, escalating from 82% to an impressive 89%.
  • Significant curtailment in callback frequency, coupled with a surge in consumer contentment.

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Cases

Service Automation

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