Services & Capabilities

CX Consulting & Design

Introduction

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

Celebration our Success at the Nedbank Annual Partnership Awards 2023-2024
October 29, 2024
2024 CIPM International Conference and HR Oscars Awards
October 29, 2024

Customer Journey Mapping

Get Ahead to Stay Ahead of the curve

On-track and on-time, and at your Desired destination. iSON Xperiences is your Customer’s Ticket to Ride

Customers come and go but that may not be necessarily so. The science of customer journey mapping is evidence you can:

  • Reduce attrition
  • Increase yield per customer
  • Win back customers
  • Retain customers 
  • Reap the rewards of your Net Promoter Score (NPS), third-party brand advocacy factor

WHAT WE DO

Designing your CX journey

Frequently and deliberately analyse, why your customer’s leave or stay, to pinpoint the platforms they choose to step off, or on to. This ensures you design customer Xperiences ecosystem that can surpass their expectations and aspirations, keeping them committed for the long haul.

With rising customer expectations, our team of Customer Xperience experts are designing the CX journey that can help meet the growing demands of your past, current and future customers.

BENEFITS OF OUR CX CONSULTING AND DESIGN @ YOUR SERVICE

Leveraging customer centric metrics

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

  1. Acquire data and metrics (plenty of it) to better understand what’s going on
  2. 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
  3. 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.

SERVICES WE RECOMMEND

CX Consulting & Design

Choose iSON for CRM services to enhance customer satisfaction and loyalty with our expert solutions. Transform your customer experience with us.

Business Process
Re-Engineering

With new technologies, multi-generational customer demands, and better ways of getting things done, our clients require an unconstrained…

Digital and CX Maturity Transformation

iSON Xperiences deploy the latest digital solutions, best processes and people interventions to deliver excellent customer experiences consistently.

Business Continuity
Planning

How do you build resilience and seamlessly safeguard the interests of your customers, stakeholders, reputation and brand?

Ready to partner with us?

Send us an email or a message via our form.

Business Process Re-Engineering

Reorchestrating Business Possibilities Beyond Business as Usual

In today’s world businesses are taking cognisance of the cost-of-living crisis, increased competition, and other economic factors at play. Arriving to the conclusion, if we always continue to do what we have always done, we may get nothing.

It is time for radical innovation, redesign to survive and thrive. The modern world is shaping the businesses of the future, and moreover the modern customer is shaping the way we sell and serve. Today’s informed customer is more enabled, empowered, spoiled for choice and with a heightened sense of social consciousness demanding care and moral behaviour beyond reproach.

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.

WHAT WE DO

Our Business Process Re-engineering offerings include:

  • Defining and mapping your existing customer and business processes
  • Analysing what works and what does not work, what requires automation 
  • Imagineering what will work better and what extraordinary looks like
  • Designing a roadmap to achieve the north star 
  • Onboarding the right people, processes and technology 
  • Implementing the new for sustainable success

OUR SERVICES

CX Consulting & Design

Choose iSON for CRM services to enhance customer satisfaction and loyalty with our expert solutions. Transform your customer experience with us.

Customer Journey
Mapping

Do you want to achieve reduced Call per Customer (CPC), improved Answer Level (AL), minimized Average Hold Time (AHT) and accelerated Turn Around Time…

Digital and CX Maturity Transformation

iSON Xperiences deploy the latest digital solutions, best processes and people interventions to deliver excellent customer experiences consistently.

Business Continuity
Planning

How do you build resilience and seamlessly safeguard the interests of your customers, stakeholders, reputation and brand?

Ready to partner with us?

Send us an email or a message via our form.

Digital and CX Maturity Transformation

Boost your CX Maturity through Digital Transformation

iSON Xperiences deploy the latest digital solutions, best processes and people interventions to deliver excellent customer experiences consistently.

WHAT WE DO

Bridge the modern digital gaps

Meet your customers where they want to encounter you, via our Digital CX Maturity and Transformation capabilities. Designed to achieve our client’s objectives, we service their customers, enabling our clients to:

  • Offer customers a choice of conversation channel
  • Move away from voice only, with asynchronous communication channels including WhatsApp, Facebook messenger, email and instant messaging, allowing for a fluid, ongoing and cross-over conversation instead of a start-stop synchronous journey

DELIVERY

Our focus is to champion technology innovation

We lead our customers through a process, providing guidance and recommendations on innovative technologies for smooth customer interactions. Our services encompass both emerging and established technologies, including:

  • BOT capability with multi-channel integration to offer a synchronous customer conversation

  • Speech and Conversational Analytics to transform recorded customer interactions from idle data to actionable intelligence

  • Voice Biometrics to detect fraud and gauge real-time customer sentiments including “contact-ability” and propensity for sales

  • Robotic Process Automation (RPA) to eliminate monotonous, mundane, menial, meaningless, and menacing tasks

  • Proprietary Low Code Development applications to put our client’s conversations with their customers in their own hands for quick and agile deployment

SERVICES WE RECOMMEND

CX Consulting & Design

Choose iSON for CRM services to enhance customer satisfaction and loyalty with our expert solutions. Transform your customer experience with us.

Customer Journey
Mapping

Do you want to achieve reduced Call per Customer (CPC), improved Answer Level (AL), minimized Average Hold Time (AHT) and accelerated Turn Around Time…

Business Process
Re-Engineering

With new technologies, multi-generational customer demands, and better ways of getting things done, our clients require an unconstrained…

Business Continuity
Planning

How do you build resilience and seamlessly safeguard the interests of your customers, stakeholders, reputation and brand?

Ready to partner with us?

Send us an email or a message via our form.

Business Continuity Planning

Anticipate the Unimagined, Unprecedented and Unexpected

Predict, Prevent and Mitigate.

There is no business immune to extreme weather, pandemics, political unrest, cybercrime, technical failure, supply chain incidents and more. Be it disaster planning, crisis management, business continuity or disaster recovery, large ramp ups in short periods are requisite to safeguard your company from harmful threats.

How do you build resilience and seamlessly safeguard the interests of your customers, stakeholders, reputation and brand? Knowing your threats, your vulnerabilities and risks is key to prevention, planning, preparation and progress.

Our seamless success stories evidence our ability to ramp up and respond with agility.

Our continuity solutions include:

  • Migration of people from Work from Office (WfO) to Work from Home (WfH)
  • Re-routing services to other geographical sites
  • Activation of power generation alternatives
  • Supply of water tankers
  • Server support 

 

This is coupled with our global presence across 22 countries and 35 delivery sites, with language capabilities in 40 languages, affording you rapid deployment and immunity to geo-political or geohazard risks.

OUR SERVICES

CX Consulting & Design

Choose iSON for CRM services to enhance customer satisfaction and loyalty with our expert solutions. Transform your customer experience with us.

Customer Journey
Mapping

Do you want to achieve reduced Call per Customer (CPC), improved Answer Level (AL), minimized Average Hold Time (AHT) and accelerated Turn Around Time…

Business Process
Re-Engineering

With new technologies, multi-generational customer demands, and better ways of getting things done, our clients require an unconstrained…

Digital and CX Maturity Transformation

iSON Xperiences deploy the latest digital solutions, best processes and people interventions to deliver excellent customer experiences consistently.

Ready to partner with us?

Send us an email or a message via our form.

Digital And CX Maturity Transformation

iSON Xperiences Case Studies

Review our case studies, showcasing our innovative, data-driven strategiesthat have transformed customer experiences into success stories.

Let's start a conversation

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