Insights drive a data-focused approach to experience management. We conduct primary qualitative and quantitative market, customer, employee and partner research. Our services span data collection, analysis and presentation of key finding and recommendations. Approaches include in-depth interviews, focus groups, touch point surveys and the integration of operational data.
We provide full-spectrum experience management initiative discovery and roadmapping, beginning with stakeholder interviews, empathy mapping, current state inventory and needs analysis leading to action planning workshops and recommendations. We will establish KPIs to measure the success of your experience management efforts as we co-create improvement initiatives together.
Put your data to work at all levels of your organization, integrated into the strategic decision making of leadership and the day-to-day priorities of CSMs and other client-facing professionals. We can include process improvements and coaching for front line staff, including customer service agents, customer success managers and direct sales representatives.