CX Advisory Services

Customer Experience Exploration Workshop | Evaluate your current CX capability

The CX Exploration Workshop is an accelerated discovery approach that focuses attention on the components required to deliver exceptional customer experiences. Evaluating the core capabilities required to design and deliver a connected CX ecosystem, it helps you identify key aspects and business areas that require deeper evaluation across your CX strategy and delivery landscape.

The CX Exploration Workshop will not provide all the answers your organization needs to deliver amazing CX, however, it will make sure that you're focused on asking the right questions to design and deliver exceptional CX, regardless of where you are in your journey.

Contact Center Development | Develop your future contact center capability

Contact centers often represent a core delivery channel for assisted and supported interactions. The Contact Center Development Model focuses on this function and helps you develop a transformation blueprint, ensuring that operations continue to remain relevant and deliver value within the changing organization.

Omnichannel Optimization | Visualize your future omnichannel strategy

Many organizations are spending both budget and time trying to evolve their multichannel strategy, at the risk of negatively impacting customer experiences. The omnichannel optimization workshop, created to untangle the omnichannel dilemma and help shape the future of an organization’s omnivalue channel strategy, provides clarity on how to deliver priority and value across an optimized channel landscape.

Customer Experience Automation Accelerator | Develop the capabilities to advance CX hyperautomation

A core element of CX strategy and operational delivery today is the use of artificial intelligence (AI) and robotics to automate transactions, increasing efficient interaction with customers. Our CX Automation Accelerator helps you understand the potential of automation and identify the best process and interaction candidates for development across your organization. Traditional technology procurement models are being challenged as organizations increasingly move to a consumption-based usage and alternative ownership models. We help you identify and review the best automation candidates to future proof operational optimization.

Customer Experience Maturity Model | Evolving a CX strategy is about viewing the big picture

CX comprises everything a customer touches, hears or sees from your organization and the perception created. CX is a part of every step in your customer buying process, from finding a product or service and purchasing it, to evaluating its performance post-purchase. The overall customer journey influences buying decisions and loyalty, and this is the reason organizations have made CX a top priority.

When you need to quickly evolve the maturity of your CX strategy and delivery capability, the CX Maturity Model helps you identify your current position and creates a target-state blueprint to accelerate the delivery of exceptional customer experiences.

CX Comparative Benchmarking | Benchmark your CX operations against global best practices

The CX benchmarking comparison service offers you the opportunity to benchmark your CX operations and compare subsequent scores to industry and regional benchmarks and best practices. Benchmarking provides insight into the current status of your CX operations and identifies opportunities for improvement and best-practice adoption.

Benchmarking is fundamentally about learning, by comparison, identifying gaps in performance and adopting best-practice techniques, that can be used to drive effective change in customer contact management.