Customer Experience Consulting
Our customer experience consulting process
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Understanding your business
We work to gain a deep understanding of your business model, products and services, including customer support processes, user interfaces and communication channels. Then, we identify your existing CX strategy’s areas of strength and weakness.
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Mapping the customer journeyWe map out the entire customer journey – from awareness to post-purchase engagement – identifying touchpoints, interactions and potential pain points throughout the customer lifecycle.
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Setting CX goals and metrics
We help you define clear and measurable CX goals aligned with your overall business objectives and establish KPIs to track the success of your customer experience strategy.
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Developing an omnichannel approach
We’ll help you develop and implement a comprehensive omnichannel approach (web, mobile, social media, etc.) to ensure a seamless and consistent experience across all customer touchpoints.
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Designing a secure and compliant CX
We’ll ensure your CX prioritises security and regulatory compliance, utilising data-driven insights to help you personalise customer experiences and cultivate a secure and customer-centric corporate culture.
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Enabling continuous improvement
By establishing a feedback loop that continuously gathers customer viewpoints, you’ll better understand your clients’ expectations. We’ll also help you monitor metrics and adapt your strategy based on evolving customer needs and market dynamics.
Industry-specific use cases for customer
experience solutions
Healthcare
- Patient journey mapping
- Voice of the Patient (VoP) programs
- Patient-centred design / patient experience
- Personalised customer experiences
- Patient relationship management (PRM)
- Patient support solutions
- Feedback and surveys
Insurance
- Customer journey mapping
- Data-driven customer insights
- Testing and optimisation
- Customer-centred design / customer experience
- Personalisation and targeting
- Customer relationship management (CRM)
- Customer support and service design
- Customer loyalty programs
Finance
- Customer journey mapping
- Data-driven customer insights
- Testing and optimisation
- Customer-centred design / customer experience
- Personalisation and targeting
- Omnichannel engagement
- Customer relationship management (CRM)
- Customer support and service design
- Customer loyalty programs
Sustainable energy
- Customer journey mapping
- Data-driven customer insights
- User-centred design / user experience
- Personalisation and targeting
- Customer relationship management (CRM)
- Customer support and service design
- Customer loyalty programs
The breadth of knowledge and understanding that ELEKS has within its walls allows us to leverage that expertise to make superior deliverables for our customers. When you work with ELEKS, you are working with the top 1% of the aptitude and engineering excellence of the whole country.
Right from the start, we really liked ELEKS’ commitment and engagement. They came to us with their best people to try to understand our context, our business idea, and developed the first prototype with us. They were very professional and very customer oriented. I think, without ELEKS it probably would not have been possible to have such a successful product in such a short period of time.
ELEKS has been involved in the development of a number of our consumer-facing websites and mobile applications that allow our customers to easily track their shipments, get the information they need as well as stay in touch with us. We’ve appreciated the level of ELEKS’ expertise, responsiveness and attention to details.
