Why Customer Experience (CX)?
80% of CEO’s believe that their businesses deliver superior customer service. Only 8% of their customers agree.
Expertly managed customer data provides a true insight into the thoughts of those we are serving. We monitor brand interactions in order to spot opportunities for improvement. Learning what your customers truly want and need is the key to a great experience, leading to retention, increased spend and loyalty.
Our Customer experience Solutions
Move away from a process-focused culture to a culture that holds customer experience and satisfaction first.
Customer Experience Strategy:
Develop a holistic and integrated customer experience strategy that governs all customer journeys and aligns to the broader objectives of the organization
Experience design and improvement:
Implement continuous experience improvement by optimising customer-facing and non-customer facing processes to delight customers in all ‘moments of truth.’
Organizational adoption and accountability:
Design a governance model aimed at ensuring customer experience strategy and modus operandi adoption across the organization.
Voice of Customer:
Collect and analyze customer data and feedback to provide your organization with the right insights for impact-based decision making.
Metrics and ROI models:
Translate customer feedback into measurable metrics to track the performance of customer experience and the ROI of initiatives.
Our CX Roadmap
Take your team on a journey to develop a customer-centric mindset, essential for success in any business.
Assess your current customer experience
- Cultural readiness
- Current strategy
- CX initiatives
- Organisation Structure
- CX maturity
- Capabilities and resources
Define your objectives – the “To be” state
- Aspiration goals and objectives
- Vision and mission for CX
Map the journey to success
- Identify gaps between “as is” and “to be” states
- Develop road map for success
- Prioritise objectives
Design innovative solutions to delight customers
- Design CX solutions
- Customer personas
- Journey mapping
- VoC programmes and metric systems
- Process change
- Digital transformation
Engage your internal customers – the employees
- CX training
- Employee engagement
- Cultural change
Implementation and monitoring change
- Monitor key metrics and KPI’s
- Continuous improvements
Latest CX ARTICLES
Customer Experience: An Empathic ApproachInsightsHow do we utilize the power of Emotions in Customer Experience?
DBWC partners with New Metrics to enrich DBWC members’ expertise and business skillsNews, Press ReleaseDBWC & New Metrics launch a collaborative initiative combining mentorship & accelerator program to enrich mentees’ expertise through intensive 6-week trainings.
7 Ways to Improve Mental Health in the WorkplaceInsightsWhat can companies do to support the mental health and well-being of their employees?
Driving Change in the Public SectorInsightsHow is the accelerating digital transformation impacting citizen experience and service delivery in the government and public sector?
See your New Normal with Scenario PlanningInterviewsBy Miriam Kugel As the world is trying to emerge from the Covid-19 pandemic, many company leaders are starting to prepare for the new reality […]
Citizen Experience in the Public Sector: Breaking Down the SilosInsightsBy Rami Haffar The complexity of the citizen experience: Transformation of the public sector is often perceived as a challenge. By its very nature, it […]
The Great Talent Reshuffle and Hybrid Work Paradox: Challenge or Opportunity?EventsLinkedIn and New Metrics Talent Experts host a workforce transformation event to discuss the impact of the Great Reshuffle and Hybrid Work Paradox on organizational […]
Award-winning Medallia CX and EX Software Now Available on KSA ServersNewsNew Metrics partners with Medallia to help organizations in KSA realize Vision 2030 objectives. Medallia, Inc, the global leader in customer and employee experience, launched […]