• LinkedIn
  • Twitter

Customer Experience Focus

Discover, Journey, Integrate, & Optimize

Unleash the Potential of Experience Integration
in Your Customer

We bring our expertise in systems integration
into experience integration

We identify the opportunities that connect happy and committed team members to memorable customer experiences.

Map, no map? We make sure your journey map can navigate a clear path for your organization’s transformation.

We create connected customer engagements for our clients that are prescriptive, predictive, and personal.

We are experts at helping our clients shift from reactively managing costly transactions to nurturing meaningful customer engagements.

We don’t just help you identify and design the vision but help you build and execute for success.

We connect our work to business outcomes that are impactful for your customers.

Let us be your experience navigator whether it be customer/client, patient, or overall digital experience.

Take Advantage of Our Proven Track Record

We excel at helping you identify pain points in fragmented end customer and employee facing interactions to improve satisfaction.

  • At Fortune 50 Telecom for customer move using digital communications
    • Improved NPS by 37%
    • Reduced calls to Care by 32%

We curate and deliver new digital experiences that improve field and call center costs.

  • Launching over 20 new digital experiences
    • Increased digital customer reach 124%
    • Call in rate reduction of 12%
    • Exceeded op cost reductions by 30%

We bring together fragmented teams, partners, and tools to align to a common vision/journey.

  • Orchestrated/integrated CX strategies across 6+ channels and vendors
    • SMS, IVR, Virtual Assistant, Call Centers, Digital/Web, agency, etc.

Optimize existing experiences to improve digital engagement as part of short- and long-term roadmap to drive change.

  • 500% increase in digitally connected customers
  • 98% of which digitally engaged customers remain connected
  • Transformed SMS (from #4 to #1) as main channel over IVR/Care calls to manage appointments.

4 Areas to Engage Customers
Where They Are on the CX Cycle

We partner with you to deliver a thoughtful, integrated, quality-driven customer experience to navigate through both charted and uncharted territory. Explore below to learn how we help you discover new customer pathways to align to your vision, map your customer journey with purpose, integrate and activate solutions, and monitor and optimize for continuous improvement and performance.

Discover What Makes Your Customers Talk

Your customers react to every engagement with your brand, your people, and your products. How are you listening and reacting? Do you know your blind spots across the organization and how to bring your vision to life?

A

Gain insights to earn customer promoters and a path to create employee ambassadors.

A

Participate in pI led design thinking workshop to surface customer frustrations and employee feedback that reveal pain points and opportunities for meaningful moments.

A

Identify key experience indicators in your data and highlight top drivers of souring experiences.

A

Connect your current KPIs with new discoveries to find new, powerful moments in the journey.

A

Understand the gaps in your customer’s experience to drive toward creating powerful journeys.

A

Design and build initial journey map that can help you navigate the expected and unexpected.

A

Gain insights to earn customer promoters and a path to create employee ambassadors.

Participate in pI led design thinking workshop to surface customer frustrations and employee feedback that reveal pain points and opportunities for meaningful moments.

A

Identify key experience indicators in your data and highlight top drivers of souring experiences.

Connect your current KPIs with new discoveries to find new, powerful moments in the journey.

A

Understand the gaps in your customer’s experience to drive toward creating powerful journeys.

Design and build initial journey map that can help you navigate the expected and unexpected.

Map the Journey that Drives Your Customers to Rave About You

Cultural, organizational, and digital, Customer Journey maps can be powerful tools to help your organization navigate the transformation. Experience navigation with clear directions and destinations will help you get there.

A

Uncover realistic and revealing perspectives about your current customer journey

A

Create correlation model to map customer behavior to business outcomes with action plan on implementation

A

Close the gap between experiences that your customers want and the engagements that drive growth, reduce churn, and increase customer promoters.

A

Journey design workshops and deliverables that surface gaps of desires vs reality

A

Align Measures of journey success to tangible business outcomes

A

Assess current operational KPIs such as operational costs and efficiency indicators and compliment with journey experience measures such as NPS and customer sentiment

 

A

Uncover realistic and revealing perspectives about your current customer journey

Create correlation model to map customer behavior to business outcomes with action plan on implementation

A

Close the gap between experiences that your customers want and the engagements that drive growth, reduce churn, and increase customer promoters.

Journey design workshops and deliverables that surface gaps of desires vs reality

A

Align Measures of journey success to tangible business outcomes

Assess current operational KPIs such as operational costs and efficiency indicators and compliment with journey experience measures such as NPS and customer sentiment

 

Integrate & Activate New Possibilities & Solutions

With pI as your Navigator, bring your vision and journey map to life to scale your business.

A

Bring your experiences and systems together in an integrated omni-channel framework

A

Engage our seasoned team of experience integrators and technical professionals to execute end to end

A

Avoid the pitfalls of costly solution investments that operate as fragmented tools delivering standalone experiences

A

Untangle complex systems and experiences with a holistic system review and approach

A

Remove constraints on company resources, competition for customer attention by selecting the channel and experiences that drive the best outcomes

A

Optimize complementary tools and channels and drive the intended experiences and adoption through our tools analysis/ recommendation assessment /execution plan

A

Identify potential data gaps, implement measurements that sound early warnings and shift reactive responses to proactive actions

A

Implement monitoring that track key moments along the customer’s journey

A

Bring your experiences and systems together in an integrated omni-channel framework

Engage our seasoned team of experience integrators and technical professionals to execute end to end

A

Avoid the pitfalls of costly solution investments that operate as fragmented tools delivering standalone experiences

Untangle complex systems and experiences with a holistic system review and approach

A

Remove constraints on company resources, competition for customer attention by selecting the channel and experiences that drive the best outcomes

Optimize complementary tools and channels and drive the intended experiences and adoption through our tools analysis/ recommendation assessment /execution plan

A

Identify potential data gaps, implement measurements that sound early warnings and shift reactive responses to proactive actions

Implement monitoring that track key moments along the customer’s journey

Optimize to Take Your Experience & Digital Impact to the Next Level

Ensure your customer journeys reflect your customers’ experiences as you continue to evolve to meet your customers’ needs and strive for ongoing, long-term improvement.

A

Recalibrate, further tailor the journey for greater impact and results

A

Leverage insights and recommendations from impact and optimization assessment of the journey to drive next best actions; guiding customers and serving up curated experiences.

A

Lift out from industry specific silos and conventions to bring best of class experiences to life.

A

Our cross industry expert team will help your company deliver powerful consumer experiences; meeting the customer where they are; applying innovative tactics and tools.

A

Ensure gap areas are addressed and experiences stay fresh; design a roadmap of iterations to create the foundation of long-term success

A

Chart a course to improvements through our optimization implementation plan

 

A

Recalibrate, further tailor the journey for greater impact and results

Leverage insights and recommendations from impact and optimization assessment of the journey to drive next best actions; guiding customers and serving up curated experiences.

A

Lift out from industry specific silos and conventions to bring best of class experiences to life.

Our cross industry expert team will help your company deliver powerful consumer experiences; meeting the customer where they are; applying innovative tactics and tools.

A

Ensure gap areas are addressed and experiences stay fresh; design a roadmap of iterations to create the foundation of long-term success

Chart a course to improvements through our optimization implementation plan

 

Ready to Start Your Journey to Digital Business Transformation?

SPEAK WITH AN EXPERT TODAY

Map Your Route To Digital Business Transformation. Download our brochure to learn how we can help revolutionize your business. Download Now.
Map Your Route To Digital Business Transformation. Download our brochure to learn how we can help revolutionize your business. Download Now.