Customer Experience (CX) Solutions

Gain Insight into the Effectiveness of Your CX Efforts

Create Experiences that Instill Trust with Your Customers

Your customers want to know that you value their business, and that they can trust you to be there for them when they need you. Instilling this sense of trust with customers requires a concerted effort from employees at all levels in your organization. It also requires a detailed knowledge of your customers – who they are, what they like, how they interact with you and what they expect from your organization.

We take an ‘outside in’ approach when helping you develop and execute your CX strategy. First, we help you understand every detail about your current and potential customers. Second, we help you know yourself as an organization – your strengths, weaknesses and opportunities.

With this insight in hand, we help you create a comprehensive CX strategy and ecosystem that allows you to stand out from the competition.

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CX Strategy

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Analysis

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Research

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Innovation

Design

Improve

Explore Our Customer Experience Solutions

Customer Journey Mapping

Customer Journey Mapping provides a future state that often takes multiple years to achieve. Internal and external influences will ultimately dictate your company’s ability to progress toward this future state.

Avtex will create a customer journey map analysis to help you discover your goals and obstacles, and give recommendations on opportunities through various in-depth phases. What you can expect:

  • Customer experience best practices and trends
  • Scorecard of current environment
  • Channel readiness evaluation
  • Core scenario blueprint
  • Time and cost impact analysis

User Experience Design

Creating an effective online user experience is not always as simple as we’d like. Varying user demands, ever-changing best practices and evolving technology all lend difficulty to the creation and maintenance of an effective online presence.

Avtex leverages years of experience and knowledge of current technology and best practices to help you create an online presence that is worthy of your brand, and your customers. We offer comprehensive advice on a wide range of online user experience strategies, including:

  • User flow design
  • Information architecture
  • Usability and accessibility optimization
  • Audiences and personas
  • Taxonomy and content models
  • Prototyping
  • Responsive design
  • Usability testing and user research

Voice of the Customer

What are the three things that keep your customers coming back? Do you know their three biggest pain points? How well are the changes you’re making to improve your customers’ experience actually working? Are you measuring the change accurately? With competition stronger than ever, it’s important to establish and maintain an in-depth understanding of your clients’ needs.

We offer comprehensive Voice of the Customer (VoC) research services to help you maintain a constant awareness of the strengths and weaknesses of your engagement efforts. Our VoC and CX measurement services include:

  • Voice of Customer program planning
  • CX and client loyalty measurement
  • Market research

Voice of the Employee

Great customer experience starts within. This makes it important to understand how your employees view and conduct interactions with customers. By taking the employee viewpoint into consideration, you can maximize the effectiveness of tools, policies and CX strategies.

Our Voice of the Employee research focuses on:

  • Employee tools and applications
  • Policies, practices and procedures that help or hinder the customer experience
  • The Contact Center or point of interaction with support teams
  • Service recovery processes
  • Voice of customer, points of feedback, and continuous improvement strategies

Technology Implementation

The delivery of effective Customer Experience requires a technological foundation consisting of several platforms. Identifying and implementing these technological platforms is a challenging endeavor.

From planning through to execution, we offer comprehensive CX technology implementation support designed to get you up and running as quickly and painlessly as possible.

Process and Policy Implementation

Implementing new Customer Experience processes across your enterprise can be difficult, especially when those processes impact the way every employee does his or her job.

We offer comprehensive process and policy implementation services, including:

  • Process design and planning
  • Identification of key metrics
  • Training and employee support
  • Process and policy maintenance

Technology Management

The technology you rely on to support customer interactions are vital to the overall effectiveness of your CX efforts. Maintaining these technologies is a complex process.

We offer comprehensive technology management services, including:

  • Troubleshooting and issue resolution
  • License administration
  • Application support
  • Upgrade assistance
  • Disaster recovery

 

Process Management

Quality interactions are driven by consistent internal processes. The more effective your employees are trained in these processes, the more impactful interactions become. We offer a wide range of CX process management support services, including:

  • Process development
  • Role and responsibilities identification
  • Process effectiveness tracking
  • Recording and reporting

Partnering with Avtex

Your CX needs are unique to your organization. A partnership with Avtex gives you the expertise and tools needed to address a wide range of CX issues.

We offer guidance on:

  • Creating consistent CX processes and policies across all departments
  • Improving the effectiveness and speed of customer interactions
  • Maximizing resolutions on initial interactions
  • Creating visibility and transparency for your customers
  • Closing communication gaps
  • Empowering employees to do their jobs quickly and effectively

We help you achieve your unique CX objectives by customizing technology and processes to your specific requirements.

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Our Work with Nautilus

See how we helped Nautilus create an effective customer experience strategy to improve interactions within customer care.

Are your customers receiving a quality experience every time they interact with you?

Today’s savvy customers expect a quality experience each time they interact with your organization.   A CX Discovery Session is the must-have first step in aligning your business units and the way your brand messaging is being communicated to your customer. With multiple communication channels in your business, an in-depth understanding of your customer is required to compile a plan that will allow for consistent execution.  The CX Discovery Session will be led by our team of highly experienced CX professionals and is tailored to your organization’s unique personality and needs.

During the half-day discovery session, we will assess where you are today and where your CX needs to be by going through useful exercises.  To allow us to get to know your organization, the sessions will be hosted on-site.

Are you ready to realize your customer experience initiatives?  With years of experience and technical know-how, we will analyze and develop the strategy that will give your customers a flawless experience at every interaction point.  Contact us today to take the first step toward improving your customer’s perception of your brand.

Schedule Your CX Discovery Session with Avtex