Services - CX Consulting

Design Thinking

Empathy and experience fabric (emotional, functional and intellectual experience)
Ethnography and customer interview/survey
Customer needs analysis (primary, secondary and latent needs)
Integrate divergence and convergence approach into services
Question the status-quo
Visualize wide, stupid assumptions, fail fast mindset
Redefine problems from a perspective of empathy for customer needs ideation framework

Experience blueprint and strategy roadmap
Experience architecture (global-local architectures)
Experience segmentation and customer journey maps
Experience governance and measurement (governance, NPS, CES, Effort Score, VOC, c-sat)
Experience mindset and customer centricity culture

Experience design: Moments of truth and touch point design
CEMMethod Framework and successful customer outcome
Experience ecosystem management: employee experience, partner experience, vendor experience
Omni channel journey design and orchestration
Experience engineering
Enhance customer engagement

Create service blueprints
Redefine service DNA of organization
Model customer’s and internal perspective of the services
Combine CX with operational tool
Develop service mindsets amongst operations and non-customer facing staff
Understand and identify empowerment issues and build interventions for empowering the human element
Storytelling to evaluate existing projects, enhance service delivery against desired experience and identify avenues for behavior change

Redefine staff interaction, redesign staff roles and identify appropriate applied-training
Touch point orchestration and redesign of existing backend system
Prototype new business function, backend system, service development and
future experiences
Mapping the customer journey along with the process maps, thus creating a next generation process architecture in their organization

Orientation and thought leadership on process architecture as an enabler for growth
BPM and operation excellence maturity assessment
Strategy and governance for BPM
Change management using BPM
Process modeling
Process design and optimization
Process innovation

Process agility and technology interventions for business grow
Design voice of employee, voice of system and voice of process within processes for enterprise agility
Design of next generation practices for business transformation
Bridge the gap between value perception of customers and value proposition offered by the process, people, channels and tools

Build innovation culture
Integrate innovation into mainstream business delivery and existing business frameworks
Generate organization specific ideation framework
Define criteria to select ideas
Create value proposition of ideas
Story and scenario design