CX Consulting

Our Consulting services include:

 

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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.

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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.

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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.

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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.

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Penrith City Council

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CQU (Central Queensland University)

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Lifeline Australia

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McWilliams Wines

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Report of the Month

Mobile is on the rise: What are consumers telling us?

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