Customer Experience Program Execution
Customer Experience Adoption & Execution fundamentally rests on 3 distinct pillars
Functional Transformation
Our structured Workshop helps an organization align the GTM (Go To Market) Strategy & Plan to Customer Experience Transformation roadmap, drive process optimization around marketing operations, sales operations & Customer Service Operations and build cross-functional strategic goal alignment & ownership around growth goals, metrics, and outcomes.
Digital Transformation
Based on Digital Maturity assessment and alignment to CX Roadmap, we help you craft a digital strategy that helps you best leverage digital CX platforms (CRM, CMS, Ecommerce, Marketing Automation) and digital technologies (AI/ ML/ Analytics, BI, AR/ VR, etc.) to drive Customer 360 backed Personalization, Marketing Automation, Sales Automation & Customer Service Automation.
Cultural Transformation
Law of congruent experiences posits that right employee experience drives right customer experiences. Thus it is critical to create a structured program on defining right code of conduct, hiring & training employees, empowering the frontline for customer centric decisions & actions and incentivizing employees on CX specific outcomes.