Following the roll out of a new CRM. The challenge was supporting the IT Director switch from an email first culture into a new CRM first. The problem was the MD, who trying to force the CRM to do all the work without changing how the busniess operated. He hadn’t changed the working the style...
Delivered the design & setup of a group-wide IT service & customer support transformation programme incl. improved operational processes & a replacement ITSM solution
As part of a group-wide IT transformation programme L&Q wished to improve the delivery & overall performance of their IT services support & customer engagement/management services To support the above L&Q procured a new, mobile, web-based SaaS ITSM solution (Cherwell) to replace their current support solutions which was to be implemented as part of this...
CX Mentoring
Sometimes a business is making great strides with Customer Experience but needs a little advice or a friendly ear. CX Mentoring helps you explore Customer Experience in your environment, developing ideas and plans. We can work 1-2-1 or in groups.
Sustaining Customer Experience
Two factors put your customer experience under pressure. 1) Customer expectations forever change. 2) As organisations grow, they divide into specialist teams (aka functions). These factors challenge your team and change the experience you deliver. While we offer CX Projects to boost Customer Experience, one off changes eventually become obsolete. So, we recommend clients embrace...
Customer Experience Projects
Sometimes our Customer Experience needs a boost, often when external factors create additional needs and expectations. A CX Project boosts your business when customers are less happy than they once were. Learn about CX while delivering tangible benefits with a CX Project.
Customer Experience Workshops
CX workshops familiarise teams with CX Concepts while driving commitment to fix, improve or transform customer experience.
