Service 04 of 08
CX Consultancy
Customer experience shapes perception at the point of sale, during support and in moments of complaint. We help you raise every touchpoint, building trust, loyalty and lasting brand value.
Good customer experience is mostly operational: the right information in front of the right person at the right moment. We look at the journey end to end, then fix the systems and processes behind it, not just the screens.
What it covers
What CX Consultancy includes
Scoped to what you need, from a single piece of advice to the whole programme.
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01.
Journey mapping
Every touchpoint from first enquiry to complaint, walked through with your customers and your front line, with the friction points named.
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02.
Contact centre design
Scripting, a single view of the customer, compliance built into the flow, and the tools agents actually need on a call.
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03.
Self-service and portals
Customer-facing services that resolve the common cases without a call, and hand the rest to a person with the context attached.
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04.
Measurement and feedback
The metrics that show whether it is working, the complaint handling that catches what the metrics miss, and a loop back into the design.
How we deliver it
Four practices on every engagement
An experience improves when the cause of the friction is fixed, not when it is painted over.
- 01
Walk the journey
As a customer, and beside the agents who serve them. The gap between the two is usually where the work is.
- 02
Find the friction
Repeated questions, re-keyed data, hand-offs that lose context, rules enforced from memory. Each is measured, not guessed.
- 03
Fix the cause
Usually a system or a process. We design the change, build it where needed and integrate it with what is already there.
- 04
Measure
Handling times, first-contact resolution, complaints and satisfaction tracked before and after, so the improvement is provable.
Where it applies
Sectors where this matters most
- Contact centresEnvironments where a second saved on every call and a rule enforced on every interaction add up quickly.
- Financial services and insuranceRegulated communications, vulnerable customers and complaints that must be handled, recorded and reported correctly.
- Public servicesResidents and citizens who need a clear, accessible route to the service, and staff who need the exceptions and nothing else.
Proof
Where we have done it
- Agent Scripting ToolEvery call scripted, audited and compliant, with a record agents can return to long after the call.
- Concierge Case ManagementMulti-country, multi-currency itineraries for high-net-worth clients managed as one case.
- Warranty Claims ManagementA single-view front end that greatly improved the experience for both customers and agents.
Further reading
Also from Synapsys
The other seven services
Your customers
Where does your customer journey break?
If you are not sure, that is the first thing we would find out. If you are, we will help you fix it.