REDEFINING EXPERIENCE

Connecting CX, EX and UX to create meaningful interactions

What initially began as a movement to improve specific points of experience has now shifted to total experience (TX) programs that encompass the entire customer and employee journey – over the entirety of their relationship.


Today’s technology has just caught up with the promise to deliver self-service and omni-channel experiences. And solutions are available to make it possible for organizations of all sizes to offer personalized, consistent, connected experiences.

IT'S ALL ABOUT CENTRICITY

With today’s tools, you can transform your business to put your customers and employees first.


To be successful, you need to address all four dimensions of experience.

THE 4 DIMENSIONS OF EXPERIENCE

DELIVERING THE EXPERIENCE

It’s no longer enough to just provide your customers with options, each different channel must be designed intentionally to reduce friction and make it easy for your customers to have a positive experience. 

Website

Self-Service Portals

Emails & Forms

Chat & Messaging

Mobile Apps

Digital Assistants

Telephone           

IoT


Experience is not one interaction.

 It’s the sum of every interaction.

ALL JOURNEYS BEGIN WITH A STEP

Our goal is quite simple. We want to help you improve your customer and employee experiences.

This looks different for each organization and varies depending on the scope of the interaction, their transformation journey and their experience programs. 


Wondering where to start?

  • Create a single customer view based on multiple data sources and present an integrated digital front end to your customers.
  • Develop a digital product to support the experience of your employees – happy employees make customers happy!
  • Enable the use of customer information across channels like Alexa, Amazon Connect (Lex), Google Voice, Salesforce Chat Bots, Facebook Messenger.
  • Integrate Salesforce to provide meaningful self-serve and agent assisted experience.
  • Provide a flexible IVA fronted experience by leveraging natural language understanding (NLU) systems like Five9.
  • Building a knowledge management system to provide consistent answers to customer’s questions across channels.

WHERE CAPABILITIES COME TOGETHER

Simply put, experience is where all the capabilities on your team must come together.

Experience Design

Virtual Design Systems

Interactive Design

Prototyping

Journey Mapping

Design Sprints

Web & Mobile

Cloud-Native Development

Client Portals

IoT/IIoT

Cloud Migration

System Integration

Data Analytics

Artificial Intelligence

Identity & Access Management

Call Routing

IVA and Chat

Conversational AI

Service Desk Modernization

Learn More about Improving your Customer and Employee Experience

CONTACT US

Customer Experience

Kevin Sigmundson

Customer Experience

Paul Granger