Identify key metrics like voice of the customer (VOC), employee engagement, and process efficiency to assess CX maturity accurately.

Collect insights using surveys, interviews, external benchmarks, journey maps, and analytics to evaluate current CX capabilities.

Analyze the data to highlight strengths, weaknesses and develop actionable recommendations.

Evaluate your organization's current state in collaboration with stakeholders to envision a future that meets and industry standards and surpasses goals.

Gather insights through surveys, interviews, external benchmarks, journey maps, and analytics to evaluate current CX capabilities.

Develop a detailed and prioritized roadmap for implementing the target operating model, including impact analysis and plans for each component.

Collaborate closely with stakeholders to understand their business needs and translate these into specific scoring criteria.

Evaluate platform capabilities based on functionality, scalability, integration, user experience, security, cost, and innovation enablement.

Recommend the top-ranking application platform that aligns with your business goals. Outline an application architecture incorporating the suggested platform for targeted business outcomes.

Enhance resource utilization, efficiency, and performance across various aspects of capacity management.

Use historical data and predictive analytics to accurately forecast interaction volumes and average handling times (AHT). This ensures optimal staffing levels and prepares your team for demand fluctuations.

Develop efficient schedules for customer experts based on forecasts, skill sets, and availability. This maximizes operational efficiency and aligns resources with your business needs.

Train and allocate customer experts effectively to meet staffing requirements. Balance workloads and align skills to boost productivity and service quality, ensuring your team consistently performs at its best.

Rethink and redesign core processes using lean six sigma principles to eliminate waste and reduce operational variance, achieving significant performance gains.

Use Lean Six Sigma principles to map current processes. Incorporate time and motion data to identify inefficiencies and areas for improvement.

Apply Lean Six Sigma to analyze process data. Identify root causes of defects or variations to enhance overall performance.

Initiate Kaizen events for quick wins. Implement define, measure, analyze, improve, control (DMAIC) projects to address complex process challenges and achieve sustainable improvements.

These capabilities drive operational efficiency and secure a competitive advantage for your organization.

Gather and preprocess relevant data, including calls, chats, and emails, as well as transactional data, to ensure quality and consistency for analysis.

Use speech-to-text transcription to identify trends, sentiments, and key topics, revealing patterns and areas for improvement in customer service, products, and policies.

Apply machine learning (ML) algorithms to forecast future outcomes based on historical data, enhancing metrics like customer churn, sales conversion, and other critical business indicators.

• Required standardized workflows to guide customer experts through potential actions using step-by-step questions.
• Needed to enhance customer expert guidance and adherence.
• Find solutions to address complex and lengthy knowledge base articles.

• Implemented a simulation/sandbox environment for effective training feedback.
• Introduced gamified learning to positively influence user behavior.
• Used screen unification to consolidate data efficiently.
• Applied AI-driven severity determination to assess case severity.
• Established an ideation portal to capture improvement suggestions from customer experts.
• Leveraged process mining to identify and close execution gaps.