Customer Experience Strategy & Design
We help craft, refine & implement business transformation that produces the best possible customer experience.
What we do
- Customer pain-point analysis
- Benchmarking and assessment
- Future state customer journey design
- End-to-end customer communication strategy
- Technical readiness audit
- Content strategy
- Customer experience audit
- CX innovation planning
- CX Experiments
- Proof of Concept design and execution
- Technical capability assessment
- Application landscape planning
- Integration design
- Process re-engineering
- Digitization of re-engineered processes
- Help Center design
- Chatbot and IVR flow design
- Customer support organization design
Thoughts on CX Strategy
The principles of Business Process Re-engineering (BPR)
Harvard professor Michael Hammer’s paper “Obliterate. Don’t automate” is to us what the Bible is to Christians. Here’s our take on the core principles he outlined.
The process of process optimization
We eat complexity for breakfast. And this is the mental model we apply to optimize process to realize your digital transformation objectives.
How a market leading au pair provider redesigned its organization to scale customer centricity
A story of how moving out of a legacy system became synonymous with moving out of a legacy organization.
How the largest private Education firm in China grew its revenue by addressing lead capture, outreach and retargeting
Identify and execute top-of-the-funnel improvements to see a multiplier effect further down your sales and marketing funnel.