What We Do
We help companies generate people-centered innovation, envision new services, and design experiences that drive business impact.
Innovation through Design Thinking
Innovation is no longer an option for businesses; it is a fundamental part of staying relevant and distinguishing oneself in an era of commoditization.
How do we innovate? How do we make it continuous? How do we help foster these capabilities in our collaborators? How do we create a culture of innovation?
We assist your company and teams in rethinking, strengthening, and evolving businesses through agile methodologies and Design Thinking.
We can help innovate in the design of services, digital products, processes, experiences, and in fostering an innovation-oriented culture.
We achieve this through innovation diagnostics and through workshops, sprints, and permanent labs in design thinking, agile, and scrum. We also offer coaching and mentorship.
We help you generate continuous programs with open innovation strategies, both within and outside your organization.
Customer Experience
Strategy
Your company is delivering an experience to its customers, whether it has been intentionally designed or not, and this experience is impacting your business.
An experience is a memorable encounter that stays in the customer's mind, shapes their behavior, and through that, directly affects your business's bottom line.
What memories are you creating for your customers? How do these memories influence their relationship with your brand? How do they impact your business?
Lack of clarity in strategy is one of the main barriers to improving the experience companies offer their customers.
We work across all facets of Customer Experience: from end customers or users, collaborators, distributors, patients, or employees.
We can assist you in developing a comprehensive customer experience strategy and its value chain, including:
- Analysis and diagnosis of the current experience.
- Value proposition.
- Design and enhancements.
- Measurement and impact on the business.
- Experience management.
Experience Diagnosis
We can't outline an improvement plan, propose objectives, or measure growth if we don't know our starting point.
A thorough diagnosis of the customer experience is essential as the initial step and allows us to understand the current experience from various angles.
What actions do our customers take, and through which channels? What do they think and say? How do they feel in each interaction? What are their pain points?
We help you listen to your customers, understand their perspective, and identify where the opportunities lie.
Using various methodologies and tools, we work to identify customer archetypes. We explore what holds value for each customer and for your company, the gap between the two, and what the current customer journey looks like. We also examine the discrepancy between the experience your company aims to deliver and the actual experience.
The goal of this phase is to obtain a concrete, precise, and actionable experience diagnosis.
Customer Experience
Design
To generate excellent experiences, we must design them around emotions. Companies aim to create connection and customer loyalty, yet often focus on designing processes and delivering transactions.
We begin by identifying customer needs and exploring how competitors meet these needs.
What is the value proposition? What experience do we want to create? How can we go beyond what we currently do, addressing our customers' desires and even surpassing their expectations?
We assist in designing, improving, or transforming the customer experience, starting from their perception.
We work collaboratively, co-creating with your team on the value proposition of the experience, ensuring consistency between brand and value proposition. This includes designing services and interactions, creating memorable experiences, measurement, and managing the customer experience.
Measurement
of Customer Experience
Organizations have traditionally operated with strong operational measurement cultures, but these metrics often fail to align with customer emotions and memories.
In addition to this, it's not just about how much more your company can earn by delivering good experiences.
How much do complaints cost? How much does a poorly designed process cost? How much does losing a customer cost? How much does acquiring a customer cost?
Using various tools and methodologies, we assist you in starting to measure customer experience and establishing a measurement cycle where you can gather feedback, learn, identify opportunities, and implement improvements.
We accomplish this through:
- Voice of Customer Program
- Tools for capturing customer feedback
- Multi-channel CX surveys such as CSAT, NPS, CES, NEV
- Interaction /monitoring
- Social media listening
- Interpreting qualitative data based on the customer experience
Program for Management and Continuous Improvement
Transitioning customer experience, measurement, and improvement into a continuous cycle presents a unique challenge that varies for each organization.
The company's context dictates the type of Customer Experience Management that can be implemented.
What would be the best customer relationship strategy? How do we develop it?
Working on experience management involves engaging across the company with people, culture, metrics, technology, and systems, among other factors.
We assist your company and teams in adopting tools and methodologies for managing and continuously improving the customer experience.
We achieve this through strategic consulting and supervision programs.
Would you like to talk to our team or do you have a project in mind?
Let's chat.