Technology Services - Centric Consulting

Customer Experience And Design Consulting Services

We help clients achieve positive business outcomes, better customer relationships, and enhance the customer experience through empathy and design.

Welcome to a new era of customer experience design.

In today’s world, customer expectations are not only increasing but becoming more unpredictable.

Innovation, disruption, and competition have given customers more control and more choice when it comes to picking how they would like to interact with you.

From greater choice to new ways of being served, customers now have a much deeper understanding of the dialogue and nature of any given relationship, and how those relationships create business success.

They expect a seamless customer experience (CX) that further enables their empowerment using the latest thinking, whether through physical interactions or on digital platforms. Brands deliver unique customer experiences that matter more than ever before, making it critical to understand and architect for the best outcomes.

To succeed — to capture demand, create white space or simply modernize how you do business – you must ensure that customers have a voice in the strategic intent and design of future business plans, models, products and services. 

Customer data and the ability to identify the story it is telling is now a critical factor in business-planning activities for the digital transformation of our client’s companies.

Traditional client-satisfaction surveys are no longer enough because they do not uncover a deep understanding of the points of friction or value. Only a more robust customer experience strategy model, embedded in the organization’s fiber, can truly capture and leverage the Voice of the Customer.

Modern customer experience design (CXD) practices use data collection and human-centered design to determine what customers’ needs are, how to execute them across channels within the digital experience, and how to continuously improve interactions that better facilitate the customer journey.

Our customer experience subject matter experts help organizations define problems, present and validate solutions to business goals, and implement design changes with a proven methodology that will drive their businesses forward and create customer loyalty.

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Simplification. Modernization. Evolution.

The days of single-channel interactions are gone. Customers expect to interact with companies through any channel they choose, whether in-store, on a mobile device or through a website.

And it’s not enough to simply provide access via multiple channels. You must now provide the same level of quality and efficiency, regardless of channel.

[On-Demand Webinar] Customer-Centricity: Evaluate Your Perception vs. Their Reality

Our Customer Experience Experts explain what being customer-centric truly means and how to use the right customer insights to help your business thrive.

Exceptional CXD Delivers:

  1. A better understanding of the customer’s voice to drive strategic direction and decision-making
  2. Alignment across the organization that amplifies what success looks like from the customer’s perspective
  3. The ability to use and measure experiences as differentiators in the marketplace, optimizing interactions and increasing influence
  4. More mature organizations that effectively align their operations with customers’ needs

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OUR CUSTOMER EXPERIENCE AND DESIGN CONSULTING SERVICES

Our customer experience consulting services will provide you with a holistic view of your organization’s customer experience. Our CX consultants use insight-gathering technology, service blueprinting services, and human-centered design solutions to align goals with customer needs and behaviors.

Visioning and Viability

Research and Insights

Experience Engineering / Architecture

Customer Experience Maturity Modeling

Want to learn more about our customer experience design services, and how our experts look holistically at customers and organizations to better deliver on expectations?

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