CX Technology

CX Technology

Employ the right technologies to enhance the Customer Experience, reduce Customer Effort and raise Customer Perception.

Service Support Technology

Service Support Technology
Planning to interaction management and analytics – technology support

Beginning with a Capacity Planning Model, which forms the foundation and lifeblood of a service organisation, we partner with many of the industry’s leading technology companies to recommend, source, procure, implement and embed Unified Communications, WFM, CRM, KMS, Analytical and MI/BI technologies. These enabling technologies are the critical path for any organisation seeking to make a step-change in the service/support they provide to their customers.

We are experts in formulating a design, requirements and use cases that form the bridge between your business and technology. Technology teams (whether external or internal) need business oversight governed by a clear design and requirements to procure or develop the right technologies that deliver the benefits to your customers and your organisation.

Service Support Technology
Digital Experience Technology

Digital Experience Technology
The growing trend in e-commerce and m-commerce needs technology to drive the experience

The advantages of e-commerce are very clear to most organisations in the world today. The ability to attract a greater number of new customers, no geographical limitations to engage with your customers, greater accessibility to a wider selection of products and services, automation of discounts and offers, lower costs as well as the ability to analyse customer habits are all well documented. M-commerce, as a subset of e-commerce is a growing trend also. With the low cost of entry to the digital marketplace, it is essential for organisations who want to really differentiate themselves from their competitors, to maximise the digital experience. And that encompasses every aspect of the customer life-cycle from product/service sales (the retail end of the relationship) to customer support. Having a digital presence means embracing digital experience technologies.

We work with leading technology partners to innovate the digital experience for your customers. We look at the buying experience, fulfilment and logistics to ensure that your customers have a seamless and joined-up experience from the moment they visit you online, to the time they receive their product or service. We also work to ensure that a digital customer can engage with you digitally (if they choose to) when things don’t go quite as smoothly as they should.

Digital Experience Technology
AI/RPA Technology

AI/RPA Technology
AI & RPA must augment the human experience, not replace it

Artificial Intelligence (AI) and Robotic Process Automation (RPA) are terms that have gained a lot of exposure recently. Quite often, these are tools used to reduce the cost to serve – after all, an automated service process is more cost effective than employing a human being to provide that support. Yet, studies have shown that customers still want the human touch; especially when they have a problem. Whilst AI and RPA can be effective in managing simple, repetitive tasks, they are not yet advanced enough to understand the context of a customer’s problem or intuitively understand a customer’s frustration and apply that to the conversation. This is why, we are proponents of the ethos of AI/RPA augmentation of the human experience, not necessarily the wholesale replacement of the human experience. We have worked with clients to design the efficient hand-offs between AI and human agents.

We have identified where AI-only use cases make sense and where AI algorithms must quickly identify when a customer needs to be passed to a human agent. RPA business rules can be designed to help automate the progression of some complex processes so that human agents can be better deployed to help customers who need that human touch. AI and RPA can also be utilised to identify opportunities where proactive messaging and digital interventions can maximise the buying experience. Used holistically with your staff, AI and RPA provide countless opportunities to evolve the experience you want to give to your customers.

AI/RPA Technology
Business Intelligence Technology

Business Intelligence Technology
You need data to make intelligent decisions for your business

The technologies that are employed today to deliver the best experience to your customers generate a wealth of useful data. Using the best business intelligence tools will allow you to see which products or services your customers are looking at and buying, how much effort it takes for your customers to get that product or service, what their experience is and how well you have supported their needs throughout their entire interaction with your organisation.

We have worked with some of the world’s largest organisations to design and embed a Management Information Framework that measures the customer experience, performance of your organisation to support them, how much it costs to sell a product or service and support it and how best to interpret that data to continuously improve everything you do. You have a mountain of data that is always expanding – knowing how to mine that data and make intelligent decisions that are significantly representative to the majority of your customers is key.

Business Intelligence Technology
Analytical Technology

Analytical Technology
Where BI looks at your data, Analytics tells you what the data is saying

When you look at a report or a dashboard, it may show you that a certain percentage of your customers are unhappy. How do you know why those customers are unhappy? Or what reasons they have for being unhappy. Without technology, you cannot hope to dig deep into every interaction with every customer. Analytical technology can do this for you, quickly and with great accuracy. Analytical technologies (like Speech and Text Analytics) come into their own when they analyse historical and real time data and surface the sentiments that are most important for you to see. In today’s online world, where customers can share their experience with hundreds of thousands of potential buyers, in real time on social media, tapping into and learning from those experiences in real time is critical. We work with our clients to teach their analytical systems, the unique nuances, nomenclature and language that are specific to your organisation. We create the right queries that will generate the value insights into your MI Framework, so that you have your finger on the pulse of what your customers are saying about you.

Analytical Technology
Omni-Channel Technology

Omni-Channel Technology
In an online world, the face to face experience is still important

With the rise in e-commerce and m-commerce, studies have consistently shown that people still like to do things in person. Many organisations maintain their bricks and mortar presence in the market, alongside their digital presence. For those organisations that have traditionally provided off-line services, few have deprecated that presence completely. They understand that people still want to go and shop in person or wish to avail themselves of services in person. That fundamental need to interact in person has not gone away. But, people also like to do things online on their PCs or their smartphones as well. Organisations need to embrace the omni-channel experience ethos, where they create a seamless experience for their customers, both on and offline. As is usually the case, technology enables this ethos and we have worked with many clients (retail or otherwise) to help them design their omni-channel strategy and source the best technologies to enable it.

Omni-Channel Technology

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