SEAMLESS OMNI-CHANNEL JOURNEYS ARE WHAT EVERY CUSTOMER EXPECTS
We optimize your business to deliver personalized, responsive, and unified customer experiences across digital and physical channels
Our approach is centered on customer centricity, measurability, and actionability
Align the digital experience vision with your unique brand promise and the cultural attributes that guide the day-to-day business conduct
Minimize any type of friction in interactions. Focus on eliminating disappointment, anger, sadness, or irritation
Map how the various functions work autonomously and collaboratively to deliver end-to-end customer experiences, and identify the gaps
Define and measure Key Performance Indicators of up-front customer behavior and back-end performance, and link them to your strategic business objectives
Monetize customer and employee insights by translating them into tactical and strategic action plans
We help you design competitive, sustainable, and relevant digital customer experiences
Understand who your customers are, and build profiles based on a combination of demographic, psychographic, and behavioral characteristics
Identify the infection points where your digital experience delivery system fails to meet your customers expectations along their journey
Project the user experience through visual guides representing the skeletal framework for any customer touchpoint and channel
Dynamically compare multiple versions of any customer-facing interface against each other to determine which one performs better
Increase your productivity and lower internal support costs via end-to-end performance support programs that can scale with your business
Help your customers onboard faster and more effectively via interactive learning programs and tutorials
Accelerated assessment and planning lead to measured effectiveness and efficiency gains
Our client, one of the world’s leading providers of...
Our client, one of the world’s leading providers of performance improvement solutions and services, provides eLearning courses, content conversion, mobile learning, blended learning, gamification, classroom or remote instructor-led training, learning portals, localization, and assessment and evaluation tools.
Significant year-after-year growth started to exert pressure on our client’s experience delivery system. The leadership was not feeling comfortable with the organization’s readiness to scale in order to meet market demand, while sustaining the service quality currently provided to their clients.
Enabled Journey Stages
Unlike traditional consulting delivery methods involving parades of consultants spending months onsite to get up to speed, exchange information and collaboratively come up with solutions, our frameworks and methods enable accelerated assessment and rapid experience design. Compunnel Digital delivered:
Digital Customer Experience Map: Next-generation schematic illustrating key activities, actors, and pain points across different domains of the end-to-end service delivery system, along with preliminary set of proposed solutions
Improvement Prioritization Matrix: 3x3 matrix with key improvement initiatives prioritized based on a combination of impact to Key Performance Indicators (KPIs) and complexity of implementation (combination of multiple attributes)
Team Action Plan: Action radar illustrating all improvement initiatives classified based on complexity and impact and assigned to each of business leaders, along with draft timeline and implementation details including internal/external dependencies
Compunnel Digital delivered high-impact services much faster...
Compunnel Digital delivered high-impact services much faster than what traditional consulting delivery models require, with our client reaping most of the gains. A combination of remote training, pre-designed input/output templates, proven methods, and robust planning led to measurable effectiveness and efficiency gains: