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Services
Our flexible services engagement model help define, design, architect, develop, deliver and improve solutions across the customer experience lifecycle.
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Some programs require just a few, others many. Our services are modular and purpose-built to offer partnerships that align around your
culture, challenges and goals.
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From optimizing existing operations internally to delivering outstanding customer experiences externally, we provide a right-sized suite of services designed to to help improve your time to revenue while reaching your efficiency goals.
Define
Vision
Strategy
Roadmap
We work closely with our clients to bring outside-in perspective while gaining a deep understanding of their current systems, processes, skillsets, target customers and CX practices. The approach is always outcome focused, identifying the pain points, gaps, and highest value opportunities within the customer journey and overall CX ecosystem.
Based on insights uncovered during this phase, we collaborate with our clients to define clear CX objectives and strategies that will make an impact quickly. We identify where value is trapped, how to manage change, and where to maximize return on existing investments. And, while this may include setting a vision for the desired customer experience and designing goals that align with your long-term business growth or efficiency objectives, we bring practicality in how to deliver and measure outcome milestones now, near and next.
Design
UX & UI
Content
Journeys
The Design phase focuses on creating and conceptualizing the strategies, processes, and touch points that will deliver your desired customer experience(s). It involves designing the frameworks and components necessary to implement the defined CX objectives.
Using decades of experience from some of the worlds' leading design studios, we help our clients apply best practices in Human Centered Experience Design to bring personalization and empathy to every physical and digital interaction, whether that experience is delivered via a messaging moment, an interface or a person.
Architect
The most important phase of we work with clients to Architect a complete, scalable and sustainable blueprint for the customer experience solution. This includes the data governance, integration and applications infrastructure required to deliver, measure and optimize the desired CX outcome.
Data
Process
Applications
We enable and unlock the "how" behind data driven decision making, including the structure and architecture for efficiently and compliantly leveraging customer data to inform and personalize customer experiences.
Develop
Once your CX initiatives and improvements have been designed and the user experiences tested, it's time to build and implement the system, whether existing software or net new. We pride ourselves on ensuring time to value at every phase of technical development - from integration, build, testing and QA to implementation go-live.
Integrate
Implement
Test & Launch
The Build phase culminates in the official launch and rollout of your enhanced customer experience. Often, this involves targeted launch elements to a specific customer segment or geography, followed by a gradual expansion to broader customer groups. We provide proactive expertise and support at every point of the launch.
Deliver
When it comes to the the ongoing running and continuous management of your CX initiative, few partners can bring together the right blend of strategy, architecture, technical delivery and continued change management required to run and evolve the solution to maximum its impact. Our services keep roadmaps on track, maintenance costs and downtime to a minimum, and ensure your resources stay focused on innovation.
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Run
Manage
Support
For existing or new environments, we provide the expertise, support and assistance to ensure needs are met and issues are resolved promptly. Our experts stay engaged to maintain system workflows, deliver effective customer service channels like helpdesks, call centers, or live chat, and even deliver ongoing system training of customer support staff to continue to deliver excellent customer service.
Improve
Value realization requires embracing a process for optimization and continuous improvement. We help you monitor the employee and customer experience, collect data, analyze feedback and fine tune your CX strategy to achieve better outcomes.
Optimize
Renovate
Evolve
Based on the insights gained, we collaborate with you to identify areas for value delivery, improvement and greater adoption. This may involve renovating processes or technologies, optimizing touchpoints, enhancing personalization, or fine-tuning functionality to address emerging customer needs and preferences. We don't just prescribe a plans to evolve - we partner with you to continuously enhance the experiences in market and own the outcomes they deliver.