Customer Experience
as a Service
End-to-end customer experience as a service
platform combines strategy, analytics,
technology, and operations.
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 across brands.
What makes them different is how they respond.
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.
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
No ownership of end-to-end CX & EX (OEM, Professional Services, Strategy Consulting, Outsourcing)
Lack of 360˚ view of the customer
Lack of alignment with long-term strategy and operational goals
Lack of alignment with operational goals
Employee experience is poor
Legacy solution scalability is limited
The enterprise must manage multiple service providers
The enterprise is responsible for risk
There is a new and better way
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 optimization for global talent, technology, consulting & implementation services.
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.
Optimal Operating System
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
Next Gen Commercial Construct & Partnership
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.
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.
1. Investigate
Quickly examine and understand the Customer and Employee journeys to inform and prioritize roadmap.
2. Renovate
Implement several automation quick wins using RPA, RDA and WFI analysis to demonstrate progress.
3. Elevate
Accelerate progress with channel expansion and optimization. Activate self service and AI-enabled employee upskilling.
4. Transcend
Operate a fully-managed CX/EX solution with an optimized technology stack, digital and human workforce, and performance-based pricing.
learn how far Customer Experience as a Service (CXaaS) can take you.