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Overview
Great CX through specialized focus and design
Successful customer journey management requires careful mapping and design. This leads to higher customer and employee satisfaction, improved brand value, increased revenue and reduced operating costs. We use a unique approach to research, review and analysis in order to create concise, yet visually compelling journey representations and maps in order to draw out key customer experience insights. Your employees and stakeholders across all levels and functions of the organization will easily understand and interpret our customer journey maps. Our established advisory methodologies in CX maturity, analytics maturity and contact center development can help organizations to produce a customer journey strategy and prioritized roadmap.
We take a human-centered approach to experience design, involving customers and employees. We enable organizations to offer digital self-service as standard, while making it easy for customers to speak to a person if they want to. Our customer experience analysis expertise means we can analyze the experience people are having in real time across complex ecosystems and offer them a seamless migration out of an automated process into a human one. We optimize CX across all channels and drive value by creating effortless experiences.
Key outcomes
Key outcomes
Turn strategy into outcomes
Lead with a methodology to understand, develop and activate workflows that comply with organizational values and deliver results.
Simple, accessible engagements
We enable organizations to offer digital self-service as standard, while making it easy for customers to speak to a person if required.
Intelligent customer interactions by design
Translate vision, values, actions and behaviors into a clear set of guiding principles and design protocols.
Drive new revenues
Personalization of customer experiences based on needs greatly enhances revenues for your organization.
Higher satisfaction levels
Shift organizational innovation, culture and mindsets to an outside-in orientation to optimize customer journeys, ensuring they are strategic and transformational.
Success stories
Partners
Partners


Why NTT
800+
Clients managed with over 100,000 seats
800+
Clients managed with over 100,000 seats
10+ years
Delivering contact center-as-a-service (CCaaS)
10+ years
Delivering contact center-as-a-service (CCaaS)
7 billion
Customer engagements enabled each year
7 billion
Customer engagements enabled each year
24 years
Delivering expert insights with our Global CX Benchmarking Report
24 years
Delivering expert insights with our Global CX Benchmarking Report
Insights
Contact us