Our services provide our clients with:
We are also a publisher of timely and relevant customer experience news, trends and research insights. We engage with Australian professionals through CX Spotlight - our weekly newsletter, with a focus on showing businesses how to transform their organisation from being customer service based to customer experience driven.
Customer Experience (CX) is defined as:
the internal response of an individual to their interactions with an organisation's communications, products, channels, technologies, processes, people and environments. Internal response includes the thoughts, feelings, senses, physical reactions and emotions derived as a result of the experience.
As a result of a Customer Experience the person will have a level of Engagement (also termed State Engagement) which is a physiological state. As a result of State Engagement the customer will then display certain future behaviors including propensities to: recommend; purchase; or be retained.
We know that a great CX has a tangible effect on a person’s day and life and that the act of serving someone is one of the most powerful ‘goods’ an organisation can do.
Customer Experience Strategy is a multi-disciplinary programme involving customer experience design, brand and organisational strategy assessment, sophisticated data modelling, operations capability analysis and the configuration of processes, technology and resources across multiple channels in order to optimise an organisation’s profitability through enhanced customer experience.