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Customer Experience Consulting

Refine every interaction to craft a seamless customer journey that enhances satisfaction and drives sustainable revenue growth
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What you get with ELEKS’ customer experience consulting

ELEKS' customer experience consulting services assist companies in optimizing every stage of the customer lifecycle. This helps unlock new revenue streams and maximize customer lifetime value by implementing comprehensive CX strategies and driving improvements across every touchpoint. Our expertise enables clients to create superior customer experiences that boost engagement, promote loyalty, and foster advocacy.

We rely on years of experience in data science and advanced data analytics to help you improve sales processes and identify upselling and cross-selling opportunities through personalized recommendations. Our multiskilled certified design experts also assist you in reducing customer churn by proactively addressing issues, and implementing retention strategies that keep clients engaged and satisfied.

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What we do

What's included in customer
experience consulting?

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CX strategy development
We create comprehensive CX strategies that extend beyond your customer to include employees and stakeholders who keep your business running. Our approach fosters a culture of collaboration and mutual support, ensuring each interaction, internal or external, reflects your commitment to delivering exceptional experiences at every touchpoint.
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Research and analysis
Application re‑engineering
Data-driven insights
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The voice of the customer
Boost loyalty, satisfaction and revenue with ELEKS as your customer experience consulting partner
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Service benefits

What you can achieve with customer experience
consulting from ELEKS’ experts

01
Enhanced customer satisfaction

We’ll help you strengthen your brand reputation, gain a competitive advantage and, ultimately, drive sustainable business value by implementing meaningful improvements across every customer touchpoint. With our help, you’ll be able to craft superior user experiences that boost engagement and build loyalty and advocacy.

02
Increased revenue and growth

With ELEKS’ customer experience consulting, you can optimise every stage of the customer lifecycle to unlock new revenue streams and maximise your customer's lifetime value. We’ll also help you improve sales processes and identify upselling and cross-selling opportunities through personalised recommendations and targeted marketing campaigns for various customer segments.

03
Improved customer loyalty and retention

Customer retention is vital for sustained profitability. Our customer experience consultants analyze customer data (Voice of Customer), gathering insights from interviews, calls, surveys, social media, reviews, and support tickets. Utilizing metrics like NPS, we craft tailored retention strategies to enhance engagement, foster loyalty, and drive repeat business.

04
Reduced customer churn

Customer churn can significantly impact business profitability and market share. Our CX consulting experts will help you mitigate customer churn by proactively addressing issues, providing timely support and implementing customer retention strategies that keep your clients engaged and happy.

05
Streamlined operational efficiency

Many businesses struggle with inefficient processes and workflows that hinder productivity and affect customer service delivery. We’ll help you address this pain point by identifying bottlenecks, streamlining operations and implementing automation tools – all of which boost efficiency and drive down costs.

06
Security and compliance

In tightly regulated industries like finance and healthcare, investments in customer experience management are often necessary to safeguard compliance and ensure regulatory adherence. We’ll help you bolster security and maintain compliance while improving accessibility and inclusivity – regardless of individual needs and language preferences.

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Our customer experience consulting process

  • 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.
  • Mapping the customer journey
    We map out the entire customer journey – from awareness to post-purchase engagement – identifying touchpoints, interactions and potential pain points throughout the customer lifecycle.
  • 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.

  • 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.

  • 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.

  • 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
Insurance
Finance
Energy sustainability
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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
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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
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fintech

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
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Energy sustainability

  • 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
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Case studies 

Our customer success stories

Boosting Enterprise Efficiency with a Suite of Integrated Web and Mobile Products
Duration - 02:58
Boosting Enterprise Efficiency with a Suite of Integrated Web and Mobile Products
Optimized operating costs and enhanced process efficiency
Created end-to-end product roadmap and clear business vision for entire product portfolio
View case study
Build industry-beating customer experiences with ELEKS
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What our customers say

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.

sam fleming
Sam Fleming
President, Fleming-AOD

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.

Caroline Aumeran
Caroline Aumeran
Head of Product Development, appygas

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.

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Samer Awajan
CTO, Aramex
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