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.
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.
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.
