Customer Experience Strategy & Design
We help craft, refine & implement business transformation that produces the best possible customer experience.
What we do
Customer Journey Audit
- Customer pain-point analysis
- Benchmarking and assessment
- Future state customer journey design
Automation Planning
- End-to-end customer communication strategy
- Technical readiness audit
- Content strategy
New Experience Strategy
- Customer experience audit
- CX innovation planning
- CX Experiments
- Proof of Concept design and execution
MarTech Audit & Planning
- Technical capability assessment
- Application landscape planning
- Integration design
Offline Process Digitization
- Process re-engineering
- Digitization of re-engineered processes
Customer Service strategy
- Help Center design
- Chatbot and IVR flow design
- Customer support organization design
Thoughts on CX Strategy
![Thumbnail](https://monogon.nl/wp-content/uploads/2022/06/7-Principles-of-BPR-thumbnail.png)
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.
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![Thumbnail](https://monogon.nl/wp-content/uploads/2022/06/The-process-of-process-optimization-Thumbnail-1.png)
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.
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![Thumbnail](https://monogon.nl/wp-content/uploads/2022/06/Cultural-Care-au-pair2.jpeg)
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.
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![Thumbnail](https://monogon.nl/wp-content/uploads/2022/06/EF-Kids-Teens-China.jpg)
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.
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