Customer Experience Consulting

Refine every interaction to craft a seamless customer journey that enhances satisfaction and drives sustainable revenue growth

80%

of the value creation achieved by the world’s most successful growth companies comes from their core business—principally, unlocking new revenues from existing customers.

According to McKinsey

The benefits of customer experience consulting

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.

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.

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.

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.

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.

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.

What's included in customer
experience consulting?

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.

Research and analysis

Our experts meticulously gather data across all customer touchpoints, employing advanced analytics to craft personalized strategies aligned with your CX objectives and geared towards improving key metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), Customer Acquisition, Retention, First Contact Resolution (FCR), Churn Rate, Lifetime Value (CLV), and Health Score.

Data-driven insights

We harness the power of data analysis to gain actionable insights into your customer's preferences. By analysing behaviour across all touchpoints, we uncover trends that drive strategic decisions, ensuring that every aspect of your CX strategy is informed by solid evidence to elevate the customer experience.

The voice of the customer

While data can give an understanding of what is happening, qualitative research helps to understand why. Our approach centres on continuous listening to customer feedback, conducting in-depth studies and observing their behaviour across various channels. With these insights, we refine your CX strategy, ensuring it aligns closely with customer expectations and fosters loyalty.

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 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.

Have a question? Speak to an expert

Industry-specific use cases for
customer experience solutions

Healthcare

Patient journey mapping
Voice of the Patient (VoP) programs
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

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

Our customer success stories

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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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.

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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.

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