Experience Measurement

Companies looking to substantially improve their customer experience face a number of challenges: their current systems often focus on touchpoints instead of assessing the end-to-end customer experience, and their systems don’t provide insights that enable immediate responses to customer feedback.

Experience Measurement solutions allow clients to design the system in co-creation workshops with each user group, implement the required technology, and instill a cultural mindset shift through new processes and learning programs.

Using this approach, organizations are able to track real-time performance improvements, transform the way they respond to customer feedback, and engage frontline teams in identifying opportunities for improvements.

System Pilot: Allows journey redesign teams to track impact as they launch new capabilities to improve customer journeys

System Blueprint: Provides executives with an end-to-end system blueprint that defines the business requirements for the new system as well as the new capabilities and processes needed to maximize the impact of the system

System Assessment: Assess existing Experience management System to clarify vision for system, identify gaps & envision future state