Your business specific
The company's service and product offering must be continuously updated to provide a personalized customer experience that attracts prospects and builds customer loyalty. The evolution of the catalog of offers must be based on a mastery of the existing and on a vision of value-added services in line with market positioning.
The lived experience is an important differentiating factor for companies. Whatever the channel, each interaction becomes a decisive moment. It is therefore essential to capture customer expectations and feedback and then react accordingly. Depending on their role, all employees must therefore share the importance of the customer experience through targeted change management.
To succeed in adapting in a difficult economic context, time-to-market is essential. The technical debt accumulated over the years becomes an obstacle to the implementation of the strategy. The technological base linked to the customer experience must be state-of-the-art, scalable, innovative and consistent with the company's profitability objectives.
What do we do
360° analysis of your environment and customer experience issues
- Analysis of the existing situation and diagnosis of the strengths and weaknesses of the proposed customer experience, with associated costs.
- Market study and analysis of the behavior of your customers and prospects.
- Study of partnerships and innovative solutions.
Strategic Master Plan
- Definition of the main orientations, which results in a roadmap of short, medium, and long-term services, with the associated budget.
- IS master plan linked to customer relations.
- Deployment of a customer experience management process in an agile approach to the continuous improvement of satisfaction.
