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Digital Sketching

Customer Experience 
Employee Experience
Partner / Franchise Experience

Business management, How to set up my business goal?, goal settings service, OKR implementation management consulting, agile & project management services

Customer Experience & Employee Experience Management enables you to listen to your customer and employees and be more successful by reacting on your to their needs and expectations pro-actively.

Exclusive

Free Customer Data & Feedback Audit

Customer Experience Training

Employee Experience Training

Want to understand how to set-up, measure and track Experience Management? Why focus on customers or employees can help your company to win the market and to save costs?

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We will explain to you and your team what is Customer (CX) & Employee Experience (EX), how to measure, analyze and action complaints and wishes in a monthly continuous improvement cycle.

 

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CX Training

Customer Experience StrateGy 
Employee Experience Strategy

We help you to set-up a CX strategy or project in your company to start consolidating all customer / employee experience relevant data in your company and enrich it by more feedback and insights like CSAT, NPS, etc.

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We can run workshops to brainstorm cross-functional pain point solutions and wow surprises and a PMO to implement these actions and measure their impact.

CX Strategy

Customer Experience / Employee Experience Implementation

We support you to make Customer / Employee Experience a pillar of your strategy and execution.

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We can set-up and train an internal CX / EX team and support to ideate, track and implement cross-functional solutions as a continuous improvement cycle.

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We further can build a human-centric culture based on customer and employees in which the entire company strives for product & service excellency.

CX Implementation
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Our Clients:

Clients
H&M

Enabled E-commerce Market entry of H&M in South East Asia

  • Develop market study on fashion E-commerce in South East Asia (+ Taiwan, Hong Kong & Macau) including benchmark testing and documentation from main fashion competitors in the region.

  • Full customer journey mapping for fashion E-commerce (Landing Page, Product research, Check-out, Waiting time, Delivery, After Sales)

  • Setup & reviewed of E-commerce website for H&M South East Asia regarding local customer journey requirements. Development of customer policies for shipping, return, payment options, etc.

Asia PMO Client Logos

Enabled CX Function, cross-functional service improvements & customer centric culture​

  • Developed CX team to perform ad-hoc clean-up actions and implementation of wow service projects.

  • Enabled Lazada VN to understand the challenges of local customer with E-commerce in terms of trust, quality & communication channels and implemented measures to improve service levels (internal / 3PL).

  • Stabilized and re-structured CS team and ORKs. Raised outsourcing ratio from 40% to 70% and live chat ratio from 20% to 70%.

  • Design and implemented a customer centric change program to motivate and reward teams on CX

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