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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 customize 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.

Banking & Financial

Fraud report

Card inquiries

Billing and payment info

 
Healthcare

Benefits inquiries

Claims processing

Billing and payment info

 
 
Retail

Order inquiries

Returns

Product inquiries

 
Telecommunications

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

Result: The Frankenstein Model.

Disjointed CX and EX = Higher Costs and Lower Satisfaction

 
 
Lack of 360˚ view of the customer
 
 
No ownership of end-to-end CX & EX (OEM, Professional Services, Strategy Consulting, Outsourcing)
 
 
Lack of alignment with long-term strategy and operational goals
 
 
 
Employee experience is poor
 
 
Legacy solution scalability is limited
 
 
Enterprise responsible for risk
 

Result: The
Frankenstein Model.

Disjointed CX and EX = Higher Costs and Lower Satisfaction

 
 
Enterprise must manage multiple service providers

Result: The
Frankenstein Model.

Disjointed CX and EX = Higher Costs and Lower Satisfaction

There is a new
and better way

 

From The ‘Frankenstein model’

To Unification of Technology, Talent & Services

End-to-end management of CX and EX operations and continuous optimization for global talent, technology, consulting & implementation services.

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

Meeting our clients where they are in maturity

  • Maximizes 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

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.

Let's Get Started Contact Us →

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.

 
Ascertain Maturity
Maturity Evolves

Investigate

Quickly examine and understand the Customer and Employee journeys to inform and prioritize roadmap.

Renovate

Implement several automation quick wins using RPA, RDA and WFI analysis to demonstrate progress.

Elevate

Accelerate progress with channel expansion and optimization. Activate self service and AI-enabled employee upskilling.

Transcend

Operate a fully-managed CX/EX solution with an optimized technology stack, digital and human workforce, and performance-based pricing.