Cxm Consultants

CXM Consultants is a professional services firm focussed on developing and implementing strategic customer-centric solutions in omni-channel environments. Our unique blend of expertise enables us to bridge the gap between strategy development and execution, ensuring that the customer experience delivers on the ‘brand promise’ across all channels whilst maximising revenue generating opportunities. We help clients to achieve their customer focussed objectives such as: Increase customer satisfaction with the service provided. Convert detractors to promoters of the company. Reduce customer effort when transacting across channels. Make it ‘Easy’ for customers to do business with us. Improve customer retention rates. Increase customer value through building relationships and offering the right product at the right time in the right channel. The services which we provide include the following: • Assessment and benchmarking of current customer experience. • Development of a strategic roadmap to deliver differentiated customer experience. • Mapping of preferred customer journeys for each customer segment. • Implementation and on-going management of Net Promoter Score programme. • Design and implementation of process improvement initiatives to deliver preferred customer journeys • Training and education on delivering great customer experience • Call and Social Media Monitoring Services.