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.

People Analytics: Proactively Addressing Agent Attrition

Analytics-Driven High Value Voice

AI/Cognitive BOT and Omnichannel for Urban Mobility

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Empowering Customer Experience Through CX Consulting

Goals

Goals

Strategy

Strategy

Highlights

Highlights

Results

Results

Cases

People Analytics: Proactively Addressing Agent Attrition

Analytics-Driven High Value Voice

AI/Cognitive BOT and Omnichannel for Urban Mobility