Over 15 years experience in assessing the customer experience performance of service & sales operations.
Customer Experience Strategy (CXS) is an organisation-wide customer focused vision and plan which informs all customer related bodies of work. It defines the organisation’s unique customer value proposition and the overarching customer journey(s) which include: business models, products, pricing, services, systems, processes, technologies, organisational structure, human capital, KPIs and operational capability.
We have over 15 years experience in assessing the customer experience performance of service & sales operations. This includes assessing contact centres, branches, stores, online and other service channels.
With the introduction of new customer interaction channels and the resulting complexity of the multi-channel environment, an integrated multi-channel strategy is of increasingly high importance to the customer experience industry.
With deep expertise in the contact centre industry and over 15 years of industry benchmarking data, Fifth Quadrant has assisted many clients to optimise their multi-channel contact centre operations to improve efficiency, effectiveness and the customer experience.
