Customer experience is an investment, not just a buzzword
Customer expectations are higher than ever when it comes to their experience with your organization or company. Without the right processes to identify issues or opportunities, efforts to enhance the customer journey are often just good guesses. Baker Tilly can help improve your customer’s journey to consistently deliver delight.
Customer experience innovation
Customer experience innovation is about being proactive – knowing and understanding your customer’s goals and objectives, how they are feeling and how you can create the best outcome for them at each step of interaction.
Our customer experience innovation process is driven by product innovation principles, backed by research and implemented with proven tools. We collaborate with our clients to help them understand the full customer experience, identify where there are issues, develop innovative ways to reduce effort and friction, test innovations with customers, create plans to integrate innovations and monitor those innovations over time. Customer experience innovation involves constant improvement and monitoring for innovative ways to solve your customer’s problems in an affordable, efficient manner to create long-lasting customer delight.
Customer experience management
Customer experience management is a practice that evaluates a customer’s experience, and the technology behind it, in real time. It is key in building brand presence, increasing revenues and improving customer loyalty.
While every touchpoint and interaction a customer has with your brand may be well documented, many organizations lack a strategy or support structure to manage and constantly monitor customer’s experiences. Baker Tilly’s customer experience management offering focuses on helping companies build the disciplines, organizational mindset, day-to-day process and supporting technologies to actively manage the experiences they create when engaging with customers. Shifting from customer experience (CX) to customer experience management will provide you not only with strategies and insight to understand events as they occur, but also the tools to monitor the experience over time.
Our customer experience management assessment framework quickly applies a maturity framework across 26 discrete customer experience management capabilities, quickly identifying wins and longer-term opportunities without spending months away from your day-to-day business.