Experience Strategy & Design

Today’s customers use a variety of digital and human touchpoints to do business with an organization. Every one of those touchpoints matters because customers expect the same experience whether they are dealing with your contact center, website, partners, or field service team.

Delivering a consistent, differentiated experience across your customers’ journeys that also creates competitive advantage in the marketplace is easier said than done. It requires coordination across everything from your employees’ behaviors, to your marketing programs, to your systems and data. The key? To define a compelling experience strategy that accounts for each stakeholder group and leverages human-centered design, is data-driven, and has an ultimate goal of creating value.

Results You Can Expect

• Increased customer retention
• Increased cross-sell opportunities
• Improved employee enablement
• Optimized operations
• Reduced cost-to-serve

What We Offer

A strategic vision, roadmap, and success metrics to guide your actions

A great experience strategy requires a clearly defined vision that the organization can rally behind. An exceptional experience strategy uses that vision to create profit and unique stakeholder value. We help customers craft exceptional experience strategies that align their goals with company objectives and determine success metrics that will drive financial ROI and value. Our approach includes North Star workshops, business case development, segmentation, journey mapping, research, and customer personas to understand customer needs, expectations, and current experiences. We use the insights gathered to develop an actionable roadmap aligned to your vision that charts the path to the customer, partner, or employee experience strategy and financial value that you want to create.

Digital experiences that delight your customers

We build digital businesses—and we make businesses digital. We don’t believe in digital for digital’s sake; we design what will drive the most value for the business and your customer. Our team works alongside you to invent, build, and launch digital products, strategies, and experiences that delight your customers while realizing tangible business value faster.

Optimized internal structures that help operationalize your strategy

Many parts of your organization touch customer experience. We’ll help you establish the right governance and operating model to ensure your team is well-organized, de-siloed, and enabled to deliver on your experience strategy.

An approach that makes sure change sticks

Change is a necessary part of any major initiative. It’s never easy, but it is manageable with the right approach upfront. We help you accelerate and navigate the change using organizational change management techniques that deliver results—at the speed your organization needs.

A technology foundation that makes your experiences shine

To manage and deliver on a CX strategy, you will need the right technology, and you’ll need the right data—current, reliable, and drawn from many sources. That means your systems and data sources must work together seamlessly to deliver it. Technology is in our DNA —we understand the importance of enterprise architecture and integration and unlock its potential to create business and customer value.