Services

CUSTOMER INSIGHTS AND ANALYSIS

Through a focus on using advanced analytics applications including visualisation tools and speech and text interaction analytics, your customer data can be brought alive and highlight new insights into the quality, effort and experience of your customers journeys across all touch points.

By correlating data from your website, digital channels (email, chat, social), contact centre, retail stores and back of house systems, it is possible to map the flow of customer journeys, linked with customer satisfaction data (including CES, NPS, CSAT) and identify:

  1. Which are the happy journeys?
  2. Why and where do failures occur?
  3. Which paths are most frequently taken and what is the cost implication to servicing these journeys?
  4. Which paths represent the least and most effort for your customers

Adaptivity Consulting can bring these new insights in a highly visual way to help you define your customer engagement strategy and areas for improvement.

JOURNEY DESIGN AND STRATEGIC ROADMAP

With new found insights into how your business is managing the customer experience today, the next step is to design the target state journeys and develop a strategic roadmap. Critically, this roadmap needs to be aligned to the corporate objectives including cost to serve, brand expectations and under pinned by a sustainable ROI and benefits realisations model.

Adaptivity Consulting provides support for the following key activities:

  1. Omni channel customer experience design
  2. Operating model aligned to the organisation’s value chain
  3. Business & technology roadmaps
  4. Benefit identification and ROI analysis to support internal business cases
  5. Advice on rollout plans and benefit realisation

MONITOR, TEST & LEARN and ADAPT

The target state journeys and business roadmap must be flexible and adaptable to the changing environment. Too often, large multi year transformation projects fail to deliver the benefits as they cannot adapt to the fast paced changes being driven by the digital world and the expectations of consumers.

It is essential to ensure an agile approach is taken which is continually monitoring the outcomes and benefits achieved, and keeping a real-time view on the positive and negative impacts of the program on the customer experience. For example, analytical tools such as speech and text analytics can provide immediate insights as to what customers are saying about your brand and their experience today. These analytical tools allow decisions to be made in days about how to rectify or drive further improvements in the customer journey.

Adaptivity Consulting can assist your organisation with:

  • What are the right KPIs to track and monitor
  • What tools should be in place to provide real-time diagnostics of the customer journey
  • Support for hypothesis testing and business outcome validation through Pilots and PoCs
  • Ongoing support for analytical evaluation of the customer experience