Gain a winning edge with your CX Strategy
Determining the right Customer Experience (CX) Strategy for your business’ needs has never been more difficult.
Customer preferences are constantly changing and evolving, COVID has changed things forever, technology options are growing, we’re dealing with a global economy, Australia’s population is ageing and we’re obtaining a vast array of data across more communication channels than ever before.
And if the situation isn’t challenging enough, one thing is becoming increasingly clearer – customer experience is front and square in being the difference between business success and failure with CX.
But what exactly is CX? It would be fair to say there are a lot of different interpretations of what CX really means (you can read our definition here) but put simply, it's about putting the customer first with a view to delivering better business outcomes (e.g. increased customer retention, increased profitability etc).
How we can help with your CX Strategy
With decades of experience working across a range of businesses, we can provide CX Consulting support with your entire Customer Experience Strategy or we can hone in on certain aspects that require additional assistance. From introducing Voice of the Customer metrics like Net Promoter Score, Customer Effort, CSAT etc, creating Customer Journey Maps, introducing Robotic Process Automation, Outsourcing, Offshoring and so much more - CX has a very wide scope!
We've listed below some of the typical consulting services we provide to support CX Strategy and Transformation initiatives but, of course, we'll tailor our support to meet your exact requirements.
Need to do a complete overhaul of your business to become more customer-centric? We'll help identify the gaps and help you fix them.
With so many options available, we’ll help to determine the right tech for your business that’s scalable, cost-effective and aligned with your business objectives.
AI & Automation
There are a huge amount of opportunities to leverage Artificial Intelligence, Machine Learning etc that can deliver an improved customer experience and reduce costs.
Voice of the Customer
Capturing the voice of the customer and using that data to help you make informed decisions is a crucial step in transforming your business.
Self-service, offshore, process improvement, customer segmentation, outsourcing and more - we'll help you reduce costs from your business
Helping your business become more customer-centric requires more than just a strategy - we can help empower your people with the skills and experience they need to succeed.
Why a CX Stragety is so critical
Whilst providing a great customer experience has always been a good strategy for businesses, CX consulting has traditionally been (in our opinion) seen as a bit 'fluffy'.
The reality is that any good Customer Experience initiative should deliver measurable improvements to your business. That is, deliver a Return on Your Investment (ROI) that will not only deliver a financial benefit to your business but deliver:
- Improved customer satisfaction
- Improved customer retention
- More customer recommendations and testimonials
- More spend and repurchasing
If these sound like business objectives you'd like to meet then we'd love to chat!