Customer relationships today are defined by a few fundamental truths:

  • Customer experience (CX) has become a key differentiator. If you don’t get it right, another brand will.
  • CX is the sum total of all the interactions that customers have with your brand. Only a small part of it happens in your contact center.

    • You won’t ever be in control of all the elements that make up CX. But: there are a bunch of new solutions out there to help you actively shape your customers’ experiences across many touchpoints today. That’s what DECX (digitally empowered customer experience) is all about.

We design experiences that work for your customers, your brand, and your business.

For Customer Services (CS) professionals this means a whole new set of KPIs to hit, in addition to the traditional ones: efficiency, FTR, and cost – meet perception, sentiment, renewal rates, and NPS. That’s a tall order. And it needs a customer experience (CX) strategy that’s a) operationally realistic, b) in line with your business goals, and c) supporting your Product, Sales and Marketing Departments’ efforts.

That’s what we help with.

Tangible value delivery

We work with you to define what success will look like in your case. See how we are helping these brands actively shape their customer journeys…