Customer Experience (CX) Consulting

Customer Experience Consulting

Overview

Driving deeper and richer interactions with your customers

Customer experience (CX) incorporates every interaction and outcome between an organization and its customers. The customer lifecycle includes attraction, awareness, discovery, cultivation, and ultimately advocacy for use of goods or services.

This is particularly important for today’s consumers who are more knowledgeable and empowered to switch provider if they are dissatisfied. BT & Avaya’s Autonomous Customer research survey of over 5,000 consumers showed:

  • 79% of consumers shop around to get the best prices
  • 81% say organizations should offer different channels to meet needs
  • 70% expect a response to their social media comment in 15 mins
  • 88% of consumers would be more loyal to organizations if they were easier to deal with.

A digital business leverages technology, empowers its employees and quickly adapts to customer behaviors in order to differentiate and improve loyalty.

What we do

We provide strategic recommendations to help you interact in new and innovative ways

  • Customer strategy - we help tailor channel and brand strategies as well as segment customers.
  • CX design & architecture - CX maturity assessments and customer lifecycle event analysis helps optimize journeys and deliver seamless, customer-centric processes and services.
  • Interaction hub - our engagement ensures channels are integrated and operations support the CX at every interaction point. Detailed roadmaps, modern self-service and routing strategies help create futureproofed centers and branches.
  • Insights & analytics - we can leverage structured and unstructured data to uncover new opportunities. Using analytics this can: understand customer insights, quickly act on data, improve voice of the customer, discover root cause of interactions and benchmark against industry peers.

Our approach

Giving you end to end support

We provide an end-to-end service focused on solving business challenges across the entirety of your organization; embracing the digital shift in a transformative way to create an environment to meet your needs in years to come.

Leveraging the depth and breadth of BT and its global capabilities, we aim to:

  • Anticipate your customers’ responses and make them feel unique
  • Create meaningful interactions that grasp the moment
  • Integrate a seamless experience across channels (omni)
  • Continually improve the experience
  • Embrace trends and innovation
  • Rethink your business model, with a focus on business capabilities
  • Create operational excellence through cost efficiencies, personalization and customer-centric focused results

Our value

Helping you improve loyalty, increase revenue and optimize channels and processes

Benefits

  • Streamline operations while driving up customer loyalty
  • Uncover process improvements
  • Empower employees to resolve issues
  • Create an end-to-end strategy across sales, marketing and service
  • Improve agent productivity
  • Increase customer satisfaction, Net Promoter Score and customer advocacy
  • Personalized customer journeys across channels

Why BT

We support businesses across all parts of their lifecycle

We are a team of customer experience experts. Our consultants have an average of 20 years’ experience and have delivered customer experience solutions and developed strategies for Fortune 500 companies.

We are unique because we have the expertise to evaluate all areas of the business model that impact customer experience. We have knowledge of trends, processes and technologies and can develop strategies and plan for technology implementations to meet the growing demands of today’s consumers.