Strategic adaptatation

Strategic adaptatation

CX Advisory

CX Advisory

Managing consultant

Managing consultant

Operational Execution

Operational Execution

Employee Happiness

Employee Happiness

Training & Workshops

Training & Workshops

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Strategic adaptatation

We will help with understanding your customer needs, what turn around and key elements must change for you to become a customer centric organization.  We will work with you to identify the gaps and create an appropriate strategy that closes the gap between your customer expectations and your current brand experience. Together with you and your team, we will also help take customer experience to your C-Suite and motivate CX as a strategic focus. The CX Group will assist you with your strategy, operating model, and technology decisions, we can give you a competitive advantage that translates to growth.

Research feeds Strategy, Strategy will feed your Transformation which evolves your business Culture and Customer Experience

Services include but not limited to:

Customer Experience Strategy and Roadmap Design| Customer Digital Strategy & transformation | Customer segmentation and value proposition | Customer-led innovation | New products & services development |

Business models and Frameworks

CX Advisory

As thought leaders in the industry we will help assess pre or post your CX project design and or implementation. We use various diagnostic tools to establish your maturity level within the organization.
Our services also include coaching, mentoring and training. With years of experience working across various industries we will be able to walk though your problem statements and identify your pain points and propose solutions that are customized to your specific needs.

Services include but not limited to:
Digital design | Service design | Business design | User experience design (UX) | Customer experience design (CX) |Workflow & process redesign | Digital and operational implementation | Experience Assessments|

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Managing consultant

– within the CX industry companies often need an additional senior member within the team to guide, develop implement or even assess projects or programs.
Our consulting will help you meet the demands of the evolving customer demands, ensuring that you are faster and you provide solid effortless experiences that truly matter to your customers.
The CX Group has often played the role as an additional senior team member on an adhoc basis.

If you are needing to kick start your CX strategy or need help with journey mapping customer experiences, coach or mentor a growing team or even have someone run or assess your engagement program we will be able to provide that support.

Services include but not limited to:
Research and analytics | Services include but not limited to:
Touch point analysis | Customer Service Strategy alignment | Mentoring of a new team | Workflow assessment| HR Development plans and KPI design | Marketing Plan design | Sales to service culture program implementation | Customer-centric audits and transformation | Data Analytics design| Journey mapping

Operational Execution

The CX Group will take ‘your strategy from paper to reality’ into practical levels. We will work hand in hand with your front-line teams across channels to ensure consistency and alignment with the CX Strategy and the Brand Value Proposition. Building awareness, educating and designing tools that the operations team can use to support and ensure customer centricity is our key advantage. We will train, upskill, and coach, sustain and nurture the frontline teams to ensure key ROI targets are met and we move your business truly from bumper sticker to business discipline.

Services include but not limited to: SteerCo establishment and management | Voice of customer and Employee (VoC VOE) | Mystery Shopping | Customer satisfaction (CSAT) | Customer experience management (CEM) | NPS | Customer effort | Closed loop feedback| Experience Evaluations| Workshops| Roadshows| Talks | Change management programs

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Employee Happiness

Culture eats strategy for breakfast. We are all aware of this famous and well founded statement. At the CX Group we believe that your internal culture transformation is key to the success of your customer experience strategy. The entire organization needs to support and become customer centric.
We help organizations understand their true value propositions, set out meaningful and understood values that support the CX Strategy.

We will help with understanding your employees’ journey and their pain points. Part of this is to re-energies the business at all levels to see the true value of employees and their impact and contribution to the success of the organization. We have successfully implemented change programs within organizations. These programs are key to the consistency and sustainability of any strategic plan. Our key focus is on understanding your employee needs, matching that to an authentic support and engagement programs that provide meaningful change, assistance and 'loyalty to both parties.
‘information age
With the rise of the information age, the generation X reaching seniority, the introduction of generation Y, Z and the fast pace of these generational leadership, styles as well as values we must start investing and customizing in how these groups work together, lead and want to be managed. Each group has nuances in what makes them “tick” The CX Group will help you from recruitment through to your retentions plan and employee engagement programs.

Services include but not limited to:
| HR Development plans and KPI design| Employee engagement Programs | Gamification | Loyalty programs | Wellness and Happiness| The personalized employee program | Induction and development training| Leadership education and training programs | Coaching of supervisors, managers and executives