DELIGHT YOUR CUSTOMERS
Make your customers feel delighted and happy and save money by reducing the need for customer service through embedded CX optimization and integrated automation led by a team of dedicated digital experts. We see customer experience as a totality of all experiences a customer has with your brand, and so we go beyond simply resolving customer issues when they happen. We proactively work with our clients to prevent the issue from happening in the first place. Our core focus is to perform LESS service fixing problems and deliver MORE value activity helping you expand relationships with existing and new customers.
Labor Cost
Savings
Savings Through
Automation
Increase Social
Engagement by
SERVICES
DIFFERENTIATED EXPERIENCES POWERED BY TECH / HUMAN FUSION NO ADDITIONAL COST
We think like a business process innovator, where others focus solely on the service experience, incorrectly equating it to the customer experience. We work with transformational, emerging brands and industries that aspire to disrupt their market, delivering superior digital experiences to accelerate our clients growth.
ELIMINATE TEDIOUS TASKS
Robotic desktop automation (RDA) refers to virtual assistants that are integrated within our digital experts desktops to drive efficiency and productivity across all interactions and tasks. Our experts become citizen developers of these automations, not only end users, resulting in greater employee and customer satisfaction.
Automate Repetitive
Human Tasks.
Increase
Consistency &
Accuracy.
More Efficient
Customer
Interactions.
REMOVE CUSTOMER FRICTION
We don't just solve customer pain points repeatedly, we proactively investigate your processes upstream to understand why your customer needs to contact you at all. We assess interaction root-cause across the complete customer journey with a view to minimize or eliminate the need for a service experience with your brand.
Upstream Root Cause Analysis.
Prioritized
Solutions Matrix.
Failure Demand
Elimination.
GAIN FRONTROW CUSTOMER INSIGHTS
Our digital experts are literally in the front-row seat, interacting with your customers on a daily basis. They’re trained and motivated to think independently and innovate together. We use a crowdsourcing approach to aggregate this knowledge and leverage these insights to further assist them and your business to optimally serve and delight your customers.
Aggregate Front-
Line Insights.
Ongoing Best
Practice Optimization.
LEARN FROM YOUR CUSTOMERS
Through multimedia analytics, our digital experts are equipped to provide performance reporting on your brands top twenty customer intents. These insights not only assist to identify customer friction, but quantifiably measure the effectiveness of new CX initiatives, and offer opportunities to grow your customer share of wallet. We think like a business owner and use analytics to build business cases with demonstrable returns on investment to drive and project manage improvement initiatives to optimize the customer journey.
Customer Intent Insights & Reporting.
Prioritized
Sentiment & Emotion Analysis.
Including Video, Image, Speech & Text.
BENEFIT FROM TECHNOLOGY & HUMAN FUSION
We don't view contact centers as cost centers, but rather as an opportunity to simplify, innovate and grow our clients business with every customer interaction. Our philosophy is that humans and technology don't just co-exist, but are natively fused to deliver the most superior experience, which ideally means no contact center service experience at all. As we deliver these results, we create bandwidth for value activities that can deliver significant returns and accelerate customer growth.
Contextual Education to AI Systems.
Human to AI Knowledge engineering.
Self-Service Journey Optimization.
PROVIDE CUSTOMERS THEIR CHANNEL OF CHOICE
We ensure that your customer touchpoints across all channels are interconnected to create a seamless customer journey and experience. We help our clients move from multi-channel journeys, and with our suite of insights, we optimize these touchpoints to drive efficiency for every customer interaction across every channel.
Digital Channel
Playbooks.
Voice Deflection / Optimization.
Seamless Customer
Journeys.
ELIMINATE TEDIOUS TASKS
Robotic desktop automation (RDA) refers to virtual assistants that are integrated within our digital experts desktops to drive efficiency and productivity across all interactions and tasks. Our experts become citizen developers of these automations, not only end users, resulting in greater employee and customer satisfaction.
Automate Repetitive
Human Tasks.
Increase
Consistency &
Accuracy.
More Efficient
Customer
Interactions.
REMOVE CUSTOMER FRICTION
We don't just solve customer pain points repeatedly, we proactively investigate your processes upstream to understand why your customer needs to contact you at all. We assess interaction root-cause across the complete customer journey with a view to minimize or eliminate the need for a service experience with your brand.
Upstream Root Cause Analysis.
Prioritized
Solutions Matrix.
Failure Demand
Elimination.
GAIN FRONTROW CUSTOMER INSIGHTS
Our digital experts are literally in the front-row seat, interacting with your customers on a daily basis. They’re trained and motivated to think independently and innovate together. We use a crowdsourcing approach to aggregate this knowledge and leverage these insights to further assist them and your business to optimally serve and delight your customers.
Aggregate Front-
Line Insights.
Ongoing Best
Practice Optimization.
LEARN FROM YOUR
CUSTOMERS
Through multimedia analytics, our digital experts are equipped to provide performance reporting on your brands top twenty customer intents. These insights not only assist to identify customer friction, but quantifiably measure the effectiveness of new CX initiatives, and offer opportunities to grow your customer share of wallet. We think like a business owner and use analytics to build business cases with demonstrable returns on investment to drive and project manage improvement initiatives to optimize the customer journey.
Customer Intent Insights & Reporting.
Prioritized
Sentiment & Emotion Analysis.
Including Video, Image, Speech & Text.
BENEFIT FROM TECHNOLOGY & HUMAN FUSION
We don't view contact centers as cost centers, but rather as an opportunity to simplify, innovate and grow our clients business with every customer interaction. Our philosophy is that humans and technology don't just co-exist, but are natively fused to deliver the most superior experience, which ideally means no contact center service experience at all. As we deliver these results, we create bandwidth for value activities that can deliver significant returns and accelerate customer growth.
Contextual Education to AI Systems.
Human to AI Knowledge engineering.
Self-Service Journey Optimization.
PROVIDE CUSTOMERS THEIR CHANNEL OF CHOICE
We ensure that your customer touchpoints across all channels are interconnected to create a seamless customer journey and experience. We help our clients move from multi-channel journeys, and with our suite of insights, we optimize these touchpoints to drive efficiency for every customer interaction across every channel.
Digital Channel
Playbooks.
Voice Deflection / Optimization.
Seamless Customer
Journeys.
100 DAY
DELIGHT
ACCELERATOR
LAB
Service Inclusions
- Customer journey mapping
- Omnichannel orchestration
- AI & self-service optimization
- Multimedia analytics
- Digital best practices
- Build your team in 1 week with dedicated program experts.
- 100 day report outlining future digital CX optimization recommendations and roadmap.
- No lock-in contract. We prove results. You gain a strategic partner.
- Bespoke commercial options available.
SEE THROUGH A NEW CUSTOMER LENS TODAY
NEXT: PROTECT YOUR CUSTOMERS