Customer Experience Solutions

Strategic CX Transformation

For SMBs who are looking to define, build, transform or evolve any or all parts of their customer experience strategy

Targeted or Wholesale CX Transformation

Great CX is a company-wide mission that must be driven from the very top. You need a consistent and persistent approach across all parts of your company for it to succeed. Our CX transformation program will design and implement a company-wide CX program that delivers eXceptional CX at every turn.

CX Transformation: What You Can Expect

• Current CX program audit and feedback report.

• Defining what CX means at your company.

• Identifying key metrics used to track CX, how to measure them and how to use them to drive growth

• Mapping stakeholders and roles against the CX program, ensuring everyone understands and plays their part.

• Targeted change programs to elevate specific parts of your CX: customer journey, VoC, retention strategy and more.

CX for Growth: Retention & Upsells

Delivering great CX is a key component of driving high retention, low churn, and increasing customer wallet share

Accelerate Your Bottom Line

There is no secret as to why companies strive for great CX: happy customers with fulfilled needs are less likely to churn, will spend more money and will generate positive word-of-mouth referrals at no cost to you. XCX can help you measure and understand your retention and upsell rates and implement game-changing mechanisms to improve them.

CX for Growth: What You Can Expect

• Reviewing the buying experience and reporting on ways to increase spend.

• Report on how to measure retention and upsell rates leveraging metrics such as NRR, GRR, CLTV and TTV.

• Churn analysis and understanding why customer's cancel or don't return, and building warning systems to prevent it.

• Building effective relationships with customers so that they engage with you and repeatedly spend.

Customer Journey Mapping

An optimised customer journey map is a cornerstone of any successful CX program

Live Your CX Through a Journey Map

Customer journey maps (CJM) are not new nor do they have to be complicated, but that doesn't diminish their importance. Your CJM is a living, breathing embodiment of your CX and must be repeatedly reviewed, challenged and optimised. For SMBs, they help pinpoint where you should allocate resources to make the biggest impact.

Journey Mapping: What You Can Expect

• Building customer personas and ideal customer profile (ICP).

• Mapping your end-to-end customer journey, from initial interest through to closing deals and post-sale.

• Segmented view of customer phases, overlayed with optimization analysis for each phase and touchpoint.

• Identifying key stakeholders, tools and processes.

• Where required, regular CJM check-ins over time to review and optimize as your business grows.

Voice of the Customer Programs

A strong VoC program contains elements to both capture feedback and act on it effectively

Give Your Customers a Voice

You cannot be customer-centric if you don't have a robust VoC program. Bring your customers into the boardroom by effectively capturing their sentiment and feedback across all channels, properly triaging and storing it, and then utilizing it to enhance your products and services and increase revenue.

VoC Programs: What You Can Expect

• Audit of existing customer touchpoints and VoC mechanisms, plus general customer sentiment and feedback.

• Mapping what VoC means across your business domains and how each team is engaged.

• Overhaul of processes to maximize customer engagement, with a focus on effective omnichannel implementation.

• Driving the feedback loop 360°, ensuring that not only are you capturing feedback but that you're acting on it and presenting it back to your customers.

Digital CX Tools & Processes

The greatest intentions in the world cannot be executed without the right tools and processes for the job

Give Your Team the Right Tools to Deliver

An effective CX program can be rapidly undermined if you choose the wrong tools or implement the right tool badly. Whether it's your CRM not capturing data, siloed tools not speaking to each other, or a desire to implement AI but not knowing where to start, XCX can help you build a simple, scalable software stack.

Digital CX Tools: What You Can Expect

• Full review of your current software stack.

• Development of effective omnichannel processes and tools, layered with cross-functional domain objectives.

• CRM audit and review to ensure effective data capture and using data to build insightful and actionable reports.

• Implementation of modern tools and processes to improve CX, including WhatsApp, self-help tools and chatbots.

• Exploration and recommendations for implementing and using AI effectively in your CX program.

CX Mentoring & Coaching

Your people are the #1 factor in driving eXceptional CX; support them to eXcel

Make Your People Your CX USP

Delivering eXceptional CX is, first and foremost, a people skill. But most CX training still relies on boring, outdated and ineffective classroom lectures and workshops. XCX specializes in small group mentoring and on-the-job coaching, giving your people support in real-life situations rather than in a theoretical classroom environment.

CX Coaching: What You Can Expect

• 1-1 or small group coaching and mentoring sessions, completely tailored to your needs.

• Individual development plans mapping key achievements and paths to progression in CX skills.

• Fully accessible, always-on availability to resolve and support in real-life situations as they arise.

• Two-way sessions where your team sets the agenda and defines the outputs they need, facilitating real-life change.