Customer Experience (CX)

Getting CX right is critical to a company’s bottom line and long-term sustainability. Customer Experience is defined as the end-to-end relationship a customer has with a product or service, from consideration and purchase to utilization and recommendation. We help organizations define, map, and implement innovative yet efficient customer journeys that align with an inspiring and differentiated promise, ensuring it matches what the organization can deliver. Once the “Voice of the Client” is understood and the current capacities assessed, we help formulate a CX transformation vision, design the desired experience, and identify the capabilities needed throughout the customer’s journey to deliver on the promise. Furthermore, we support organizations in enabling their promise by developing operational and organizational capabilities. We accompany them throughout operational and cultural transformations to ensure successful implementation.

Finally, we measure results along the way and adjust as needed to ensure we get the CX just right for our clients and their customers.

Lean Management

Originally developed to improve manufacturing efficiency and quality, Lean Six Sigma is now widely adopted by many service industries. Lean Six Sigma is a blend of two concepts: Lean manufacturing, which is aimed at reducing waste, and Six Sigma, which helps companies reduce errors. Together they can help companies reap the benefits of faster processes with lower cost and higher quality. Our Lean Management approach ensures alignment between customer requirements and continuous operational improvements. The suggested action plan typically includes a diagnosis identifying efficiency and effectiveness of the activities and resources required to complete operations while providing short-term operational recommendations and identifying long-term opportunities for improvement. Sustained operational improvements are achieved by aligning operating systems, management infrastructure, and mindsets & behaviors around the client.