Taking a holistic approach to support your business—from organizational structure to processes and people— our Customer Journey solutions enable efficiency, customer and employee satisfaction and delivery readiness. Our goal is to enhance every facet of your customer journey, ensuring a seamless and engaging experience that boosts loyalty and drives growth. We accomplish this with our next-generation holistic approach enabling us to identify your customers’ pain points and the “whys” behind them.
An end-to-end approach is pivotal for a nuanced understanding of CX. Our EFM (Enterprise Feedback Management) platform is designed to cover every component of the customer journey, providing a cohesive and powerful toolkit to upgrade your customer insights and drive tangible business results.
How we do it:
Measure
With features like CX Tracking, Audio Open-Ends, Closed Feedback Loops, Triggered Alerts, and Advanced Data Automation you’ll be able to capture and readily act on the nuances of your customers’ interactions.
Experience
Our Ethnographies, CX Digital Diaries, Day-in-the-Life, and Shop-Along solutions go beyond traditional research to enable you to live the customer journey, providing authentic insights into your customers’ psyches. Our Moments That Matter analysis highlights pivotal touchpoints that can make or break the customer relationship.
Strategize
Pricing, Segmentation, Cannibalization, and Shelf Optimization are more than just buzzwords for us. They’re integral components of strategies that understand your customers and their impact on your bottom line.
Visualize
We’ll bring your data to life with a host of powerful tools including Visually Crisp PowerPoints, Tableau Customer Dashboards, Video Recaps, and Viewpointä. Our goal is to make insights accessible, actionable, and compelling for all your stakeholders.
Let’s talk about how we can elevate your customers’ journey. Contact Us.
Case StudyClosed-Loop Feedback
A major financial institution knew they had a good on-boarding experience. They wanted to design a great experience to grow share of wallet. We identified three critical decision points allowing the institution to be more proactive in personalizing the experience with relevant communications. Learn more.
VideoAnchor the Transactional Survey to the Customer Journey
While feedback on individual touchpoints is valuable, it’s important to look at the larger picture and focus on touchpoints throughout the end-to-end journey.