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

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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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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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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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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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