Customer Experience

We plan and deploy personalised, data driven customer experiences that delight customers and cultivate brand loyalty

When customers have limitless competitors to choose from, the experience becomes the key consideration

In a world of low cost generic alternative brands, customers are increasingly disloyal. The gap is widening between customer expectations and the experiences that brands deliver.

Meeting customers with a delightful experience that surpasses their expectations can set the brand apart and cultivate brand loyalty. 

The customer experience is the brand differentiator

Solutions

Customer experience strategy

Developing the optimal customer experience starts with developing market, competitor and target customer insight. Leveraging this insight, a customer experience blueprint is developed that outlines journeys, processes, systems, channels, messages and personalisation for existing and new customers.

Technology selection & Integration

Streamlining and automating the customer experience by optimising the configuration of existing technologies and then deploying any new solutions as per the technical requirements of the customer experience.

Data & analytics integration

Building a full customer view that enables businesses to monitor customer engagement and get feedback on satisfaction (NPS) levels on a real-time basis. Performance metrics are defined, analytics and customer feedback tools are configured and a real-time customer analytics dashboard is launched.

Personalisation

Launching an automated and personalised customer experience programme with tailored content, journeys, product recommendations and experiences being delivered to existing and new customers. Personalisation is planned based on existing sales data and performance analytics. The content is then produced and deployed into the personalisation engine.