Customer Experience & Employee Experience is all about how people feel, connect with, and advocate for your brand. In today’s market, price, salary, product quality, technology and even good service are no longer key differentiators. What sets your organisation apart is the experience you create both for your customers and your employees. As Certified Customer Experience Professionals (CCXP), we help you craft impactful CX and EX strategies, define key metrics, and build a truly customer- and employee-centric organisation.
Customer & Employee Experience
Indicative Methods
Customer & Employee Experience Healthchecks
A comprehensive assessment designed to measure the well-being and satisfaction of your workforce and/or your employees by delving into various facets of their journey.
Voice of the Customer & Voice of the Employee
Capturing and analysing feedback from customers and employees in a structured way to gain insights into their experiences, expectations, and areas for improvement.
Personas
Creation
Detailed profiles representing key segments of your customer or employee base, used to understand their needs, behaviours, and preferences.
Journey
Maps
Visual representations of the complete experience a customer or employee has with your brand, from initial contact through to ongoing interactions, highlighting key touchpoints and pain points.
Experience
Measurement
Techniques and tools used to assess and track the quality of customer and employee interactions, satisfaction levels, and overall experience with your brand.
CX Strategy
Framework
A structured approach to developing and implementing a comprehensive customer experience strategy that aligns with your organisational goals and enhances customer satisfaction.
EX Strategy Framework & EVP
