Customer Experience Management

A great customer experience is what customers enjoy. To achieve this you need great customer experience management (CEM).

We help ensure effective Customer Experience Management throughout the organization. Whilst the principles and fundamentals are the same the world over, the specifics vary, determined by the sector conditions, CX maturity, business operating model and motivation for customer-centricity. We work with clients to understand the impact of these factors. Typically this will involve establishing:

  • Purpose & Contribution
  • Personas & Empathy Maps
  • Customer Journey & Touchpoint Mapping
  • Customer Principles, Standards / Charter
  • Process Design
  • Performance Measurement