Customer Experience
We partner with ambitious clients and collaborate with them to achieve their true potential. Ultimately, we ensure the best possible experience for our clients and their customers by unravelling business pain points and implementing a customer-centric strategy.
What is customer experience and why is it so important for every organisation?
Customer experience is every experience a customer has with your company brand. It is quickly becoming one of the most influential factors driving customer retention. Our expertise lies specifically in digital customer experience and understanding how customers interact with your brand online. For companies to succeed in today’s competitive market, they need to find a way to create emotional connections with their users on all digital devices and ensure they differentiate themselves from their rivals with a unique and exceptional experience.
A customer’s perception of how well you treat and service them creates feelings that either drives their loyalty, or drives them away and into the arms of your adversaries.
Regardless of the nature of your business, if you leave a positive experience with a customer, they are likely to come to you again and recommend you to their peers. We focus on what matters. We help our clients deliver a meaningful digital customer experience. Mapping the customer journey is imperative to understand the touch points customers will have with your brand and what their needs are from the experience.
Regardless of the nature of your business, if you leave a positive experience with a customer, they are likely to come to you again and recommend you to their peers. We focus on what matters. We help our clients deliver a meaningful digital customer experience. Mapping the customer journey is imperative to understand the touch points customers will have with your brand and what their needs are from the experience.
The digital experience itself consists of many different journeys rather than as a single event. We start with deep-diving into the key journeys to provide insight into what may be hindering or facilitating their experience of your site.
Like agile product development, where products are constantly amended to strive for perfection, customer experience should continue to evolve as customer needs do.
Like agile product development, where products are constantly amended to strive for perfection, customer experience should continue to evolve as customer needs do.
Automation and Integration
Companies that want to have a growing base of satisfied customers need to start focusing on process excellence, (automation) and have a clear picture of what’s happening across all business systems (integration).
A company has any number of processes that must be fulfilled either hourly, daily or weekly for their business to run effectively. The majority of these processes involve the same task, undertaken by individuals or teams spread across the organisation, consuming hours of their days and weeks.
While this is not only monotonous for employees nor does it fully utilise their skill sets, it is not efficient for business owners. Humans are essential for the running of most businesses, however, their efforts are better placed where they can build relationships and communicate with customers or colleagues, or where there are high-value, creative or complex tasks. There are smarter ways to work so you can focus on what matters.
While this is not only monotonous for employees nor does it fully utilise their skill sets, it is not efficient for business owners. Humans are essential for the running of most businesses, however, their efforts are better placed where they can build relationships and communicate with customers or colleagues, or where there are high-value, creative or complex tasks. There are smarter ways to work so you can focus on what matters.
Process automation is the updating of recurring business processes that are typically executed by manual effort using technology. It reduces costs, produces greater performance and consolidates workstreams. We’re passionate about automating processes because it enables companies to concentrate on their essential goals and objectives.
Just as critical as automating processes is for business efficiency, so too is integrating business systems into just one. Systems integration enables independent components of an organisation to share and extract information from each other and align. Using multiple tools or applications to manage data and systems often results in insufficient data management, a misuse of employee productivity and poor customer delivery.
Just as critical as automating processes is for business efficiency, so too is integrating business systems into just one. Systems integration enables independent components of an organisation to share and extract information from each other and align. Using multiple tools or applications to manage data and systems often results in insufficient data management, a misuse of employee productivity and poor customer delivery.
Connecting systems together can also help an organisation better adapt to internal changes too. Having a holistic view of data from all areas of the business will facilitate decision-makers to spot trends, gaps and areas for improvement. These can then be tackled proactively, rather than later when the problems occur.
Enabling all departments to share information amongst each other encourages more communication and collaboration between these groups. Whether you want to align employee survey feedback with your HR system, maximise your resources, reduce inefficiencies or work smarter – an integrated and automated approach will help you to achieve your objectives.
Digital Workplace
A virtual replacement of the traditional office space, the concept of a digital workplace involves empowering employees with a complete set of digital tools so they can fulfil their roles from anywhere, at any time.
The employee is the new customer. Digital business innovations have fundamentally altered the role and perspective of the employee as they become more empowered than ever before. As businesses strive to develop fast, lean and resilient integrated systems, the employee becomes an internal customer. Their digital experience should be managed and optimized with as much care as it is for the external customer. We’re especially enthusiastic about how this new technology strives to connect organisations in ways that improve communication, discovery and connectivity.
This new flexibility provides a unified platform for employees to access all required business applications, inciting collaboration and efficiency within the organisation. The onus is on every workplace to create a business landscape that promotes integration and is easy to use. Many leading organisations now implement a digital workplace strategy to ensure they are equipped to manage their employees and main business functions. With a focus on improving employee experience and increasing productivity, organisations must choose and leverage the right tools for their digital workplace.
Our Strategy Team leads the planning and delivery of complex digital workplace programmes in agile cross-disciplinary teams. We help our clients close the gap between their current and desired future-state technology, digital skills and training as well as operations workflows and processes using tools including Artificial Intelligence, Intranet, Apps and CRM.
