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Call us: 0800 3167566
Call us: 0800 3167566
Our CX Discovery solution is a consultative exercise aimed at helping organisations transform CX in a structured way. It’s a strategic framework we have designed to significantly improve customer experience (CX) within the rapidly evolving contact centre environment. With customer expectations increasing all the time, and digital transformation accelerating unprecedented changes in CX delivery, simply providing traditional customer service is no longer enough.
Customer journeys are often disjointed, leading to frustration and inefficiency for both customers and contact centre agents. CX Discovery uses a methodical and comprehensive approach to review and optimise customer interactions to transform the customer experience. Our CX Discovery process aims to streamline the customer journey, reducing friction and improving the overall experience.includes a detailed analysis and suggested enhancement of each stage of the customer journey.
By streamlining processes and reducing response times, Conversational AI tools can identify and overcome operational efficiency improvements and ensure consistent service is delivered.
Our CX Discovery process aimed at improving how customers interact with organisations every day, whether it’s to buy goods, solve problems, or seek advice.
Typically, these interactions begin with a Google search, leading to a website or mobile app visit where customers navigate different pages, engage with FAQs or log into portals to find solutions.
If digital channels don’t work, customers often resort to calling a contact centre. This creates a linear process.
Our CX Discovery solution is a consultative framework aimed at helping organisations transform Customer Experience (CX) in a structured way within the contact centre environment.
Customer journeys can become disconnected, causing customers to waste time navigating complex websites, queuing to talk to customer service, or being transferred between departments. This leads to frustration for both customers and agents.
The online journey and the contact centre often feel separate, and this creates inefficiencies. Agents may need to navigate through various systems to address issues, and valuable data generated during the process is often underutilised. We review the customer journey during the CX Discovery process making suggested improvements.
Delivering a high-quality customer experience at scale isn’t easy, particularly if you’re still relying on an inflexible infrastructure.
Therefore, it’s essential to make the correct decisions when it comes to transforming your CX strategy. By getting it right, customers will remain loyal, spend more, and likely share and endorse their positive experiences. Making mistakes with your CX can incur substantial costs, not only in terms of poor customer satisfaction but also in reduced sales and a damaged reputation.
London Court
39 London Road
Reigate
Surrey
RH2 9AQ
60 Cannon Street
London
EC4N 6NP
2nd Floor Regal Chambers
49-51 Bancroft
Hitchin
Hertfordshire
SG5 1LL