Customer Experience as a Service
Winning in the Experience Economy
Welcome to a better way.
Companies are doing their best to improve their customer experiences. They are working hard stitching together solutions, service providers, and technology platforms. But, without a holistic plan that brings all of the pieces together with a single focus, they will continue to see their well-intentioned, costly efforts fail. Our Customer Experience as a Service platform offers a compelling alternative.
Forrester recipe for CX Success (2021)
AI fuels amazing
digital experiences
Modern associate desktops are table stakes
Cloud-based CX technology creates agility and stability
What customers want is the same
for any brand.
When a customer interacts with a brand, they have specific goals. Pay a bill. Exchange a product. Check a balance. We call those goals intents and when you understand the factors that drive intent, you unlock opportunities to customise responses and build deeper connections with your customers. Without a cohesive, integrated CX plan, it is nearly impossible to tap into these powerful insights.
What makes brands different is how they respond.
What makes brands different is how they respond.
Fraud report
Card inquiries
Billing and payment info
Benefits inquiries
Claims processing
Billing and payment info
Order inquiries
Returns
Product inquiries
Billing inquiries
Outages
Service inquiries
Make life easier for your customers and your business
Learn how our turnkey approach includes all of the tools, talent, and technology you need to improve the customer experience today and into the future.
The current approach to customer experience management isn’t working
The current approach to customer experience management isn’t working
Result: The Frankenstein Model.
Disjointed CX and EX = Higher Costs
and Lower Satisfaction
Result: The
Frankenstein Model.
Disjointed CX and EX = Higher Costs
and Lower Satisfaction
Result: The
Frankenstein Model.
Disjointed CX and EX = Higher Costs
and Lower Satisfaction
There is a new
and better way
There is a new and better way
From The ‘Frankenstein model’
To Unification of Technology, Talent & Services
From The ‘Frankenstein model’
To Unification of Technology, Talent & Services
End-to-end management of CX and EX operations and continuous optimisation for global talent, technology, consulting & implementation services.
From Tech Lock-in, Tech Debt
To Best of Breed Solutions
From Tech Lock-in, Tech Debt
To Best of Breed Solutions
Implement, integrate and manage fit for purpose, best of breed, evergreen technology solutions that solve problems and deliver business outcomes.
From Rip and Replace
To Optimal Operating System
From Rip and Replace
To Optimal Operating System
Meeting our clients where they are in maturity
- Maximises the value of previous investments
- Modular Approach ascertains where to start and how renovate, elevate and transcend
From Transactional Relationship
To Next Gen Commercial Construct & Partnership Model
From Transactional Relationship
To Next Gen Commercial Construct & Partnership Model
Common vision and ownership of success through risk and gain sharing model, outcome-based pricing and joint governance.
Result: Transformation of the Customer and Employee Experience.
Result: Transformation of the Customer and Employee Experience.
CXaaS Transformation Roadmap
So many stakeholders. So little time. Sales. Marketing. IT. Customer care. Finance. Transforming the customer experience requires support from across the entire enterprise. We’ve created a phased approach to transformation that will help you set priorities, get quick wins and build a shared vision for the future.
Investigate
Quickly examine and understand the Customer and Employee journeys to inform and prioritise roadmap.
Renovate
Implement several automation quick wins using RPA, RDA and WFI analysis to demonstrate progress.
Elevate
Accelerate progress with channel expansion and optimisation. Activate self service and AI-enabled employee upskilling.
Transcend
Operate a fully-managed CX/EX solution with an optimised technology stack, digital and human workforce, and performance-based pricing.
Give us 100 days and let us accelerate your transformation!
You know where you want to take your experience. And the first step is to start. Join our 100 Days challenge to get a head-start on your competition—and learn how far CXaaS can take you.