1. Customer Experience Management Relevant KPI Identification
Identify KPIs for optimum customer experience delivery 2a 1
Custom Solutions
Incorporate outside-in to generate holistic customer experience Heat Map
Social Media Management
Create targeted solutions to empower customer through always online and self-help aproaches 3a
Identify relevant business processes to optimize customer experience
Listen and engage with customers to understand their journeys, experiences, and expectations 2b
Re-imagine customer journeys to understand customer expectations
Business Process Mapping
Customer Experience Measurement 3b 4
Evaluate as-is processes to identify bottlenecks
Customer Journey Design
Analyze the efficiency of new CX initiatives
Process Maturity Assessment
Big Data
Digital Marketing
Workplace Transformation
Leverage voice of employee for efficient process transformation
Leverage the power of digital to create Customer Experience ‘wow’ moments
Enhance customer experiences through context-driven personalized products and services 6 5
Remodel rigid processes to ensure flexible customer experience delivery
BPM Consulting