Customer Experience  

Customer Experience  
Deliver a triple play of results: happier customers, employees and shareholders  
Leading companies know that great products are necessary but not sufficient: In today’s world, you have to deliver great customer experiences in order to succeed. We call our approach Simple & Digital. We provide the expertise and tools that help you figure out what matters most to customers, and equip your team to deliver delightful experiences while simplifying processes and eliminating costs. These efforts will yield happy customers, happy employees and happy shareholders — a triple play of results that you can measure and accelerate .    

Who We Are

Customer Episode Design  
Creating outstanding customer experiences means seeing your company through the eyes of your customers--and understanding what they encounter as they attempt to satisfy their needs. The key to transforming that journey is to focus on "episodes," the sequence of discrete interactions a customer experiences to fulfill a specific need.
Customer Episode Design is a proven way to reinvent those customer episodes. Our Simple & Digital approach combines analytics, benchmarks and human-centered design to reveal what delights your customers, and then shows you how to deliver it efficiently, and at scale. We’ll bring our broad expertise in technology and organizational change to help you prioritize, design and implement the improvements that make the biggest impact on customer satisfaction and, ultimately, the bottom-line..      

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What to Expect

Buyer's special interests

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A full view of costs  

Adopting customer episodes as your “unit of transformation” allows you to assess the full scope of customer-facing and back-office expenses  

Happier customers  

Achieve higher share of wallet, more customer referrals and higher NPS® scores, while reducing attrition  

Performance improvement  

Boost EBITDA by 20% while reducing complexity and costs across IT, marketing and other functions and processes