Find a balance between customer experience and category restrictions
An industry that is purely based on service, but also heavily regulated. We will understand your processes and issues that customers face to build better, more prominent, indulging and effective customer experience in digital and offline.
Customer experience is a guide and an enabler of complicated processes
A high value purchase, a lifetime commitment, a risky investment. An interaction that always created anxiety and fear, a purchase where customer's dominance is at its lowest. CX should be an enabler that will remove anxiety and bring delight.
When it's all about entertainment, it has to be flawless and focused
Customer experience in entertainment has a vast application. From user interface design of systems and kiosks, staff trainings, onboarding and off-boarding to ticket sales. CX is aimed here at the moments of delight and frictionless processes.
Hospitality is a cradle of customer experience. Hospitality = experience
Ability to host a guest, take care of his needs and wellbeing during the stay requires a lot of empathy, processes and trainings. Hospitality is threaded by standard operating procedures that often require a refresh.
Rituals, guidance and emotions drive customer experience in retail
A purchase is a process, not just a transaction but a value exchange. People want to feel good about their choice while choosing and right after, enjoy the process of selection, staff attitude and realization of promises.
Customer, product and service experience shape the industry
Whether it is a retail brand or a beauty salon, customer experience is shaping the core of the business. Just like in hospitality & retail, it's all about the rituals, promises, indulgence, frictionless delivery and training.
Feeling good about the selection, not only about the often expensive choice
More and more brands go online, more and more brands compete on the fashion stage. With that amount of choice and absence of tools to guide that choice, players who managed to create better customer experience win the race.
Making sure that customer experience complements the best moments
Our lives are remembered in moments, memories are attached to them. We all want to remember those moments, the actual moments and not those negative micro experiences that ruined them.
Focus on what matters for both parents and students
Accessibility, enablement and personalisation are at the core of education. We have to ensure that the industry delivers results, while removing doubts and anxiety of choice to start with, and lifetime value and zero friction once the choice is done.
Using the data for the sake of the customer, not against
One of the data richest industries would be expected to allocate and personalize their services according to what customers want long before customers realize what their needs are. Digital apps, call centers and retail outlets require constant remediation.
Trust, integrity, effortless and quick - when services become commodities
It's hard to bring excitement about government services. They become a commodity, therefore customers expect them to be straightforward and effortless. Bringing that excitement back is one of the goals of CX in the industry.
Learn to listen and care for moments when they truly need it
Healthcare experience is always under investigation from customers. They won't blame you for the bad experience or inconvenience, if you saved their lives, but they will switch the very second it will be less about them and more about their loved ones.