Our customer experience management programs are action oriented and help you understand your customers so that you can deliver positive experiences, increase advocacy and loyalty and create impact.
Our action-oriented customer experience programs reveal issues your customers are experiencing, identify friction points to improve on and show you what you are doing well. But that is just the start. Our CX programs can also be teamed with insight communities to deep dive into areas of interest, uncover the drivers behind the pain points and identify solutions to fix them. Seamlessly all in the one platform.
Our programs are action-orientated. That means you can move beyond simply measuring customer experience and turn up the dial on improving it. In-built action plans so that you can mobilize your team to improve customer experience, close loop feedback for case management and trigger notifications for when performance falls below pre-defined thresholds, all add up to an impactful program that increases satisfaction, loyalty, advocacy, and ultimately, your bottom line
Our customer experience programs are supported by expert CX consultants to guide you on your journey.
From program design and implementation through to ongoing management, we ensure you get the maximum value from your investment.
All of our programs have seen significant increases in overall satisfaction and recommendation since they launched – including increases of up to 38% for overall satisfaction and 32% for recommendation
With increased competition, it is critical for all companies, whether big or small, to offer a superior customer experience to stand out from the crowd. Experience Management helps you create a data-driven roadmap for customer experience optimization. We offer a clear view of all the existing customer experiences across different touchpoints and determine the tools, technology, and interactions needed to accelerate your growth.
Harness the people power within your organisation, improve employee engagement
and, in turn, deliver great customer experiences.
Wouldn’t you love to improve employee engagement and, in turn, deliver great customer experiences? Our voice of employee programs let you do just that. When your employees feel valued and respected, they’ll go the extra mile for you.
Our employee experience programs offer a fully flexible approach to employee engagement. You can tap into your employee experience at all points in their journey with your company or look at longitudinal change within your organisation, using a series of short pulse surveys at defined intervals. Alternatively, deep dive with a comprehensive bi-annual engagement program.
The result? Satisfied and engaged employees deliver more positive customer experiences.
Enable your employees to capture their perceptions of customers’ experiences, solve common customer problems, share their solutions, and drive innovation through an employee insight community.
As Denise Lee Yawn of the Harvard Business Review says, 'Customer Experience and Employee Experience are now two of the driving forces of business'. Knowing what your team members are thinking and feeling is your path to success. In our volatile environment, it's now more important than ever to check in with everyone in your team. If they're unhappy, you need to uncover why and set things right asap. Having the ideal tools for an ongoing dialogue with your people is critical to keeping them happy – and your business thriving.
Employee Experience solutions go far beyond the traditional functions of HR. Today, you can turn Employee Experience into a competitive advantage for your business. Our digital Employee Experience Programs empowers your HR teams to increase engagement with your employees and improve their experience by bringing them to the core of the business. Our Employee Experience Platform collects continuous feedback from each employee that enables you to take steps that impacts engagement, productivity, talent planning and innovation.
More and more companies are increasingly using employee experience management for the following reasons –
· A large number of employees are quitting their jobs. Companies are finding it much more difficult to retain employees than hiring new ones.
· Culture and purpose are gaining importance because of the rise in the gen z generation. Without a good and healthy culture, companies cannot retain the millennial generation.
· Companies are considering People Analytics as a critical part of their organization. Having employee experience statistics within reach allow HR to get an insight into what is going on in their organization.
Now you can combine all the functionality of Employee Experience into one platform to simplify things for the employees and allow HR to coordinate, measure and monitor all interactions with employees.
Ready to take Your Employee Experience to the next level?
To learn more about building a better employee experience, get a consultation today! We’ll have you up and running in no time
Build out your data universe, merging continuous feedback data, ad-hoc pulse surveys and operational data sets to create a powerful data asset for your business.
Send mobile optimised surveys throughout the customer journey via email, SMS, WhatsApp or Web Intercepts.
Deliver timely surveys at key points along the customer journey or employee lifecycle to capture more meaningful data, in-the-moment.
Build custom rules to trigger real-time alerts and escalations, prompting your team to respond to customer issues quickly and convert detractors into promoters.
Identify macro trends and assign to relevant individuals within the business, focussing in on key business improvements to make real, long-lasting change to customer experiences.
Target content to specific users with role-based filters to control the flow of information and put actional data into the relevant hands.
One place to collect, one place to understand, one place to design and one place to action improvements. Our single platform, complemented by our research services, offers all the solutions you need to drive business improvement through human understanding.