Discovery, Design and Delivery

CX Consulting and Design @ Your Service

CX CONSULTING & DESIGN

Leveraging Customer Centric Metrics

iSON Xperiences’ CX Consulting and Design takes a three-step approach

  • Acquire data and metrics (plenty of it) to better understand what’s going on 
  • Identify your best customers and match them with the best practices, standards and solutions that are most likely to want to impact the key business outcomes
  • Design and orchestrate a CX oriented charm offensive strategy to make your good customers, great customers with long lasting Customer Lifetime Value (CLV)

 

Our CX expertise will fuel your CX strategy with best of world possibilities.

News and insights

WHAT WE DO

Setting up your CX strategy

CX Activity tools and checklists:

  • Conduct and analyse automated CSAT surveys and forums .
  • Identify churn rates and drivers.
  • Examine trends in support tickets, CPC/S data, ACD, FCR, AL, and SL.
  • Use AI approaches, machine learning and NLP to gain deep customer insights.
  • Pinpoint pain points, uncover opportunities, and eliminate hurdles.
  • Determine contactability and high sales propensity.
  • Use technology to understand customers and design metrics linked to KPIs.
  • Troubleshoot customer experience across all channels.
  • Track and report complaints, top call drivers, and average handling time (AHT).
  • Scrub and segment data for root cause analysis by age, location, or tenure.

PROVEN SUCCESS, OVER TIME

iSON Xperiences Case Studies

Vodafone Telco
Inbound & Outbound

Discover how we boosted
efficiency by 2,054%

Shein Fashion
Non-Voice Support

Discover how we boosted
efficiency by 2,054%

Electrolux Appliances
Optimising Operations

Discover how we boosted
efficiency by 2,054%

Leading Bank Finance
Conversational Ai

Discover how we boosted
efficiency by 2,054%

DELIVERY

Designing your CX strategy for continuous improvement

We apply your Customer Xperience insights to:

  • Develop a detailed customer journey map
  • Recommend actions you may take to prevent churn, improve retention, generate leads and grow your customer base.
  • Design a complaints handling solution to put things right
  • Craft solutions to the problems identified from troubleshooting to correct issues
  • Create relevant digital content

BENEFITS

Delivering a CX suite that wins business and builds loyalty

We integrate our Contact Centre, infrastructure,
and technology to:

  • Prioritise, initiate, and activate data collection and insights aligned with your business and customer objectives.
  • Execute campaigns and manage daily customer conversations.
  • Reduce CPC, increase FCR, improve AL and SL scores, eliminate NVAs, accelerate TAT, minimise AHT, and boost CSAT scores.

Deploy new technology and transform your digital strategy for a seamless customer experience, including:

  • Reducing average handling time without increasing IVR wait time or compromising service quality.
  • Offering asynchronous communication channels for continuous conversations across platforms.
  • Using rich messaging with video, images, and audio to enhance brand presence in customer interactions.

SERVICES WE RECOMMEND

CX Consulting & Design

Our CX expertise will fuel your CX strategy with best of world possibilities.

Customer Journey Mapping

Customers come and go but that may not be necessarily so. Frequently and deliberately analyse, why your customer’s leave or stay, to pinpoint the platforms they choose to step off, or on to.

Business Process Re-Engineering

With new technologies, multi-generational customer demands, and better ways of getting things done, our clients require an unconstrained, cutting-edge future state process map with 20-20 vision

Ready to partner with us?

Send us an email or a message via our form.