Customer Experience

Supporting you across end-to-end experience transformations with real-time insights that lead to real action.
Learn more
Supporting you across end-to-end experience transformations with real-time insights that lead to real action.
Learn more
Supporting you across end-to-end experience transformations with real-time insights that lead to real action.
Learn more

Why Customer Experience?

80% of CEO’s believe that their businesses deliver superior customer service. Only 8% of their customers agree.

Expertly managed customer data provides a true insight into the thoughts of those we are serving. We monitor brand interactions in order to spot opportunities for improvement. Learning what your customers truly want and need is the key to a great experience, leading to retention, increased spend and loyalty.

Our CX Solutions

CX culture:

Move away from a process-focused culture to a culture that holds customer experience and satisfaction first.

Strategy

Develop a holistic and integrated customer experience strategy that governs all customer journeys and aligns to the broader objectives of the organization

Experience design and improvement

Continuous experience improvement by optimizing customer-facing and non-customer facing processes to delight customers in all ‘moments of truth.’

Organizational adoption and accountability

Design a governance model aimed at ensuring customer experience strategy and modus operandi adoption across the organization.

Voice of Customer

Collect and analyze customer data and feedback to provide your organization with the right insights for impact-based decision making.

Metrics and ROI models

Translate customer feedback into measurable metrics to track the performance of customer experience and the ROI of initiatives.

Our CX Roadmap

Take your team on a journey to develop a customer-centric mindset, essential for success in any business.

1.

Assess your current customer experience

  • Cultural readiness
  • Current strategy
  • CX initiatives
  • Organization Structure
  • CX maturity
  • Capabilities and resources

2.

Define your objectives – the “To be” state

  • Aspiration goals and objectives
  • Vision and mission for CX

3.

Map the journey to success

  • Identify gaps between “as is” and “to be” states
  • Develop road map for success
  • Prioritize objectives

4.

Design innovative solutions to delight customers

  • Design CX solutions
  • Customer personas
  • Journey mapping
  • VoC programs and metric systems
  • Process change
  • Digital transformation

5.

Engage your internal customers – the employees

  • CX training
  • Employee engagement
  • Cultural change
  • Coaching

6.

Implementation and monitoring change

  • Monitor key metrics and KPI’s
  • Continuous improvements

Why New Metrics

  • 100% satisfaction rate
  • All projects delivered on or before deadline
  • End to end ex solution provider
  • Cheaper than other management consultancies – reword big value competitive price
  • Cultural insights
  • 80% arabic speakers

Contact us to start your CX journey