Like any other major business initiative, launching a successful Customer Experience change process requires the right strategy. Success does not start with a roll out plan. It starts with executive buy-in and a robust business case that creates an irresistible need to launch.
Our CX consultancy services cover:
Customer Journey Mapping outlines the steps of customer experience, from the customer’s perspective. With a good Customer Journey Map you can identify, understand and act on (improve) each aspect of the experience.
Our CX agency journey mapping services help you to uncover and map:
Rolling out CX is a big change and it needs to be communicated effectively. If you don’t pro-actively manage the change, individuals and pockets of the organisation will resist reducing success and slowing time to value.
Our experienced Customer Experience consultants help you to design and launch a project management lead change process to:
If you want to manage it, first you need to measure it. Or so goes the saying.
So it is with CX.
As part of the CX initiative you need to implement systems to collect and manage information on the customer experience in real time.
Genroe customer experience consultants can help you launch a system that’s best practice on day one.
Most CX programs require initial customer research and insights to understand the starting point and best approaches.
Our data scientists help you to understand what customers actually think.