Welcome to a new era of customer experience design.
Customer expectations are not only increasing but becoming more unpredictable than ever. Innovation, disruption and competition have given customers more control of the businesses that serve them.
From greater choice to new ways of being served, customers now control the dialogue and nature of any given relationship.
They expect a seamless, any-channel experience that further enables their empowerment, whether through physical interactions or mobile apps. Brands play roles in delivering unique moments that matter more than ever before, making it critical to understand and architect for the right 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.
Traditional client-satisfaction surveys are no longer enough because they do not uncover true points of friction or value. Only a more robust insights model, embedded into 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 on them across channels, and how to continuously improve interactions that better facilitate customer relationships.
Our comprehensive CXD offering helps organizations define problems, present and validate solutions, and design changes that will drive your businesses forward.
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 but to provide the same level of quality and efficiency, regardless of channel.
Exceptional CXD Delivers
- A better understanding of the customer’s voice to drive strategic direction and decision-making
- Alignment across the organization that amplifies what success looks like from the customer’s perspective
- The ability to use and measure experiences as differentiators in the marketplace, optimizing interactions and increasing influence
- More mature organizations that effectively align their operations with customers’ needs
Our portfolio of services provides a holistic view of the customer experience. We use insight-gathering technology, service blueprinting services, and human-centered design solutions to align goals with customers’ needs and behaviors.
Visioning and Viability
Research and Insights
Experience Engineering / Architecture
Customer Experience Maturity Modeling
Experiences don’t happen by accident. They are either intelligently designed or not.