SERVICES
01.
Experience Consultancy & Design
- Diagnostic assessment of CX gaps and opportunities.
- Experience Design Blueprinting.
- CX benchmarking studies.
- Customer Journey Mapping.
- Customer Segmentation.
- Leadership CX alignment sessions/workshop.
02.
Delivery Skill Upgradation & Certification Services
- Training need assessment for CX impacting roles.
- Training modules for:
o Frontline Professionals
o Supervisors
o CX Leaders
o Service Delivery Partners - Coaching of CX Leadership
03.
Delivery Process Alignment & Automation
- Touchpoint process mapping, benchmarking and redesigning.
- Touchpoint Process automation
- CX Technology landscape assessment, selection and implementation support.
04.
Voc & Experience Monitoring System
- CX Measurement system
- CX Audit — Maker/Checker setup
- Conducting Mystery Shopping
- CX Surveys and Feedback
DESIGN PROCESS
- Organization & Brand experience diagnostic study & reporting
- Segmented customer journey mapping
- Experience design blue printing
- Leadership experience dash boarding
- Leadership alignment workshops
- Establishing /Strengthening Voice of Customer' systems - internally & externally
- Benchmarking studies for experience baselining
- Process alignment foci improving experience delivery.
- Process automation to improve efficiency & quality of deliver
- Frontline Training & Certification programme for 'brand experience' enhancement
- Supervisory skills programme for experience delivery leaders