Stage 1- External discovery phase

Surveys and workshops to help you better understand how customers interact with your organisation. We'll help you identify key customer journeys, touchpoints and segments as well as clarifying the data available for research and how best to use existing customer insight.

Stage 2 - Internal discovery phase

Depth interviews with key internal stakholders to help clarify commercial objectives, requirements for customer insight and VoC expectations. Pairing the external discovery phase with an internal phase will give you an overview of your key customers and your goals for CX improvement.

Establishing a CX cultural barometer

An employee survey to understand how evolved your approach to CX is within your organisation.

Including all relevant departments / stakeholders will help you identifiy how well the customer is embedded in your processes and how customer centric your organanisation is.

You'll received detailed analysis including the differing views of customer and non-customer facing employees, cultural barrriers to increased centricity and priorities for improvement.

Voice of the Customer recommendations

We will help you create a VoC programme that meets the specific needs of your organisation.

You will receive a VoC Blueprint that will give you a recommended framework for capturing reliable, representative and commercially focused customer insight.

The Blueprint will help you create a VoC programme that meets the specific needs of your organisation, with insights being used to inform strategic decision-making, improving the customer experience and supporting regulatory compliance.