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Digitally Enabled Customer Experience Strategy - Financial Services
How to bring a customer strategy to life, make it compelling for executives and meaningful for customers...
MoreCustomer Experience Strategy and Definition
Following some service challenges that had resulted in a sharp fall in customer satisfaction, we helped this client by redefining their customer experience objectives and how to get there...
MoreContact Centre Knowledge Management tools
We led the conception, design, development and rollout of a new tool for collaborative knowledge management, along with the supporting changes to operating model & staff communications. The results are improved customer & staff experience.
MoreContact centre operating model
We led the development of an operating model for a world-leading contact centre, to improve customer & staff experience.
MoreNet Promoter Score - a post call survey implementation
We designed and implemented a market-leading post-call survey for a large client. This achieved a significant increase in customer NPS scores and high agent satisfaction.
MoreContact centres – customer-centric strategy and outsourcer selection
Expert advice to call centre oursourcing RFP, to ensure customer-centricity and aligned KPIs and pricing model.
MoreCampaign Process Improvement
Definition and implementation of an efficient process for faster and higher quality marketing campaigns. The migration of this process into an Marketing Resource Management tool.
MoreBusiness Requirements - CRM system for Grants Management
Development of the business requirements through a collaborative approach with a diverse group of stakeholders in the government ancillary health area.
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