Defining your transformation priorities
Unlock effortless experiences with our agile approach, which is based on two fundamental principles:
- offering easy and personalized interactions to customers and users.
- providing employees with the technologies, tools and processes they need to make this possible.
To give their customers a better experience, many companies are providing a variety of channels and applications. However, this approach only works when:
- login in across channels is frictionless
- finding and retrieving relevant information is easy
- getting in touch with the company is effortless
The common thread? Ease of use. Which can only be achieved by making data easily accessible across departmental boundaries.
An agile approach toward sustainable growth
Embark on your ‘effortless experience’ journey by identifying your pain points in three easy steps:
- Step 1: gain insights into your current customer and employee experience through surveys, research & analytical data;
- Step 2: map pains and gains through customer journey mapping;
- Step 3: switch it around and map pains and gains in your internal processes through process mapping.
Combined, the external and internal insights from step 2 and 3 are your effortless pain points.
Next, we develop a realistic plan that boosts operational efficiency, employee experience, and customer experience. The goal? Sustainable results in the form of higher customer satisfaction (Net Promoter Score), lower customer frustration (Customer Effort Score), lower employee effort (EES) and higher employee satisfaction (EPS).
From pain points to roadmap:
- Step 4: identify solutions for the pain points through design sprints, process mapping and technology;
- Step 5: identify the low-hanging fruit through rational prioritization;
- Step 6: translate the above into a hands-on plan and roadmap and start executing today.
Sales excellence on the road to ‘effortless experience’
When striving for sales excellence, it pays to take a big picture approach to identifying opportunities for optimization.