Create experiences that matter.
 

How we do it.

 

\\ Our innovative solutions live at the nexus of our four key pillars - data, analytics, technology, and content - to drive measurable results, efficiency and effectiveness. 

 
 
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Our proven approach involves working with you and your team to design, build and implement a custom customer experience solution to achieve measurable results now.

 
 
 
 

No matter where you are today, your journey to tomorrow starts here.

 
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Assessment.

Gain a comprehensive understanding of your current systems & capabilities in order to assess gaps, identify threats, and target opportunities.

 
 XQ SCORE™  Comprehensive assessment of your CX capabilities across 20 dimensions of CX, and benchmarked against industry

XQ SCORE™

Comprehensive assessment of your CX capabilities across 20 dimensions of CX, and benchmarked against industry

 ROADMAP  Establish a baseline of where you are and where you need to go mapped against a proven step-by-step framework

ROADMAP

Establish a baseline of where you are and where you need to go mapped against a proven step-by-step framework

 ACTION PLAN  Identification of key areas of opportunity, solutions prioritized by having the highest impact 

ACTION PLAN

Identification of key areas of opportunity, solutions prioritized by having the highest impact 

 

 

Solution Design. 

Design and build a custom solution across your Data, Analytics, Technology & Content that will deliver a truly personalized customer experience

 
 
 DATA  Data solutions that will help you gain a deeper understanding your customers and enable personalized experiences

DATA

Data solutions that will help you gain a deeper understanding your customers and enable personalized experiences

 ANALYTICS  Analytical models and processes that applies predictive analytics and machine learning to anticipate your customers needs and behaviors

ANALYTICS

Analytical models and processes that applies predictive analytics and machine learning to anticipate your customers needs and behaviors

 TECHNOLOGY  Proven integration frameworks that will optimize CX ecosystem and will maximize your marketing technology investments

TECHNOLOGY

Proven integration frameworks that will optimize CX ecosystem and will maximize your marketing technology investments

 CONTENT  Streamlined marketing communication processes that will optimize content and enable dynamic, automated, real-time 1:1 personalization

CONTENT

Streamlined marketing communication processes that will optimize content and enable dynamic, automated, real-time 1:1 personalization

 
 

 

Implementation.

A comprehensive and measurable guide to execute your custom CX solution and turn your vision into action.

 
 
 PILOT  A small scale Proof of Concept and feasibility test to demonstrate the impact of your CX solution in a risk-free environment

PILOT

A small scale Proof of Concept and feasibility test to demonstrate the impact of your CX solution in a risk-free environment

 TESTING STRATEGY  A statistically controlled experimental design to evaluate the performance of the CX pilot across key metrics such as spend, cost, ROI, and NPS

TESTING STRATEGY

A statistically controlled experimental design to evaluate the performance of the CX pilot across key metrics such as spend, cost, ROI, and NPS

 ROLL-OUT PLAN  A detailed plan to implement a full-scale roll-out of the learnings from the pilot including processes, frameworks, measurement and analytics

ROLL-OUT PLAN

A detailed plan to implement a full-scale roll-out of the learnings from the pilot including processes, frameworks, measurement and analytics

 
 

 

Optimization.

Support to ensure the proper execution of your customer experience solution to achieve your business and growth objectives

 
 
 REPORTING  Continuous monitoring of the performance of your CX solution to ensure your business objectives are continuously being met and optimized.

REPORTING

Continuous monitoring of the performance of your CX solution to ensure your business objectives are continuously being met and optimized.

 TRAINING  Training and development resources that will effectively onboard your team to ensure ongoing and sustained success

TRAINING

Training and development resources that will effectively onboard your team to ensure ongoing and sustained success

 CONSULTING  We are your CX partners that provide ongoing support in exceeding your objectives and achieving your CX vision.

CONSULTING

We are your CX partners that provide ongoing support in exceeding your objectives and achieving your CX vision.