Customer
Experience

Customer centricity is transforming the operating model of businesses worldwide. Customer experience management has become the fundamental pillar. Companies are hiring professional consultants to design their customer experience strategy and bring it to fruition. It is very important to systematically analyze every B2C interaction, examine customer feedback and sentiment, and then design an operating model best suited for enterprise products and services.

Customer
Experience

With digital technologies disrupting engagement channels between brands and their customers, it is imperative for an organization to analyze the existing customer touch points and reimagine the customer journey.

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Our Approach:

  • Understand the customer and identify customer needs
  • Convey customer needs to the client and align their processes to fulfil customer needs
  • Detect and classify moments that matter in that customer’s journey
  • Propose new experiences that can be delivered to meet customer needs
  • Prototype and assess new experiences for relevance to the customers and their needs
  • Validate the new experience and enable scaling

Outcomes

  • Customer preference understanding
  • Customer journey design document
  • Customer journey transformation enablement
Design thinking

Customer Centric
Design thinking

Due to dynamic market conditions and frequently changing customer perceptions, organizations are looking to foster innovation and creativity whilst engaging with customers. Our customer-centric design thinking concepts enable organizations to increase the success rate of innovations.

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Approach:

  • Discover: Gather data, understand the needs
  • Define: Define the problem statement, analyze data, and observe
  • Develop: Ideate the problem statement, rapidly develop the prototype, learn from prototype and make adjustments
  • Deliver: Deliver the results, deploy the prototype, and scale for wider use

Outcomes

  • Observations and recommendations from the existing data
  • Focused customer outcomes
  • Continuous innovation framework
  • Team empowerment
Behavior Study

Customer
Behavior Study

TechM BPS helps organizations to conduct an in-depth assessment of the Current State via Speech Analytics, Text analytics, Predictive modeling through data analytics and Social Media Analytics, highlight gaps and share recommendations for improvement. This aids the organization to have a 360⁰ view of customer sentiment/ behavior.

Read More...

Approach:

  • Study of the existing data in detail
  • Collate primary data for further analysis
  • Use automated tools for analysis
  • Call out to customers (if required)

Outcomes

  • Observations and recommendations from the existing data
  • Insights on what the end customers feel about the organization
  • Observe pitfalls and give recommendations on how to enhance the customer experience

Implementations

  • 11% reduction in the percentage of customers leaving website due to complexity
  • 66% reduction in customers who abandoned their shopping cart
  • AUD 4.5 Million reduction in cost to serve via repeat call/bad volume reduction through customer interaction analysis
Digital Customer

Digital Customer
Experience Assessment

Digital customer experience in itself is a powerful aspect of any customer interaction. Clients have to check the overall customer experience in the context of digital touchpoints. Hence, we can look at individual experiences across digital touchpoints and interactions.

Read More...

How does digital customer experience assessment help?

  • Help a brand become customer friendly
  • Enhance customer experience over digital channels and at the same time meet operational effectiveness, efficiency and value
  • Enhance loyalty, retention, and value against competitors and deliver meaningful, enabled experiences that meet customer expectations
  • Provide unique, holistic, and intuitive experiences while meeting customer need

TechM BPS Approach:

  • We explore each interaction in the digital customer journey
  • We assess the customer digital experience maturity level
  • We use and share experiences learned from other similar processes
  • We work as partners with the client to shape the future digital customer experience

How does it affect the business catalysts?

  • It brings the customer in control
  • It leads to operational efficiency
  • It helps us deal with multi-point engagement and the changing customer landscape
Customer

Customer
Experience Management

With digital technologies disrupting engagement channels between brands and their customers, it is imperative for an organization to analyze the existing customer touch points and reimagine the customer journey.

Read More...

Our Approach:

  • Understand the customer and identify customer needs
  • Convey customer needs to the client and align their processes to fulfil customer needs
  • Detect and classify moments that matter in that customer’s journey
  • Propose new experiences that can be delivered to meet customer needs
  • Prototype and assess new experiences which are relevant to the customers and their needs.
  • Validate the new experience and enable scaling

Outcomes

  • Customer preference understanding
  • Customer journey design document
  • Customer journey transformation enablement

Customer
Experience

With digital technologies disrupting engagement channels between brands and their customers, it is imperative for an organization to analyze the existing customer touch points and reimagine the customer journey.

Read More...

Our Approach:

  • Understand the customer and identify customer needs
  • Convey customer needs to the client and align their processes to fulfil customer needs
  • Detect and classify moments that matter in that customer’s journey
  • Propose new experiences that can be delivered to meet customer needs
  • Prototype and assess new experiences for relevance to the customers and their needs
  • Validate the new experience and enable scaling

Outcomes

  • Customer preference understanding
  • Customer journey design document
  • Customer journey transformation enablement
Design thinking

Customer Centric
Design thinking

Due to dynamic market conditions and frequently changing customer perceptions, organizations are looking to foster innovation and creativity whilst engaging with customers. Our customer-centric design thinking concepts enable organizations to increase the success rate of innovations.

Read More...

Approach:

  • Discover: Gather data, understand the needs
  • Define: Define the problem statement, analyze data, and observe
  • Develop: Ideate the problem statement, rapidly develop the prototype, learn from prototype and make adjustments
  • Deliver: Deliver the results, deploy the prototype, and scale for wider use

Outcomes

  • Observations and recommendations from the existing data
  • Focused customer outcomes
  • Continuous innovation framework
  • Team empowerment
Behavior Study

Customer
Behavior Study

TechM BPS helps organizations to conduct an in-depth assessment of the Current State via Speech Analytics, Text analytics, Predictive modeling through data analytics and Social Media Analytics, highlight gaps and share recommendations for improvement. This aids the organization to have a 360⁰ view of customer sentiment/ behavior.

Read More...

Approach:

  • Study of the existing data in detail
  • Collate primary data for further analysis
  • Use automated tools for analysis
  • Call out to customers (if required)

Outcomes

  • Observations and recommendations from the existing data
  • Insights on what the end customers feel about the organization
  • Observe pitfalls and give recommendations on how to enhance the customer experience

Implementations

  • 11% reduction in the percentage of customers leaving website due to complexity
  • 66% reduction in customers who abandoned their shopping cart
  • AUD 4.5 Million reduction in cost to serve via repeat call/bad volume reduction through customer interaction analysis
Digital Customer

Digital Customer
Experience Assessment

Digital customer experience in itself is a powerful aspect of any customer interaction. Clients have to check the overall customer experience in the context of digital touchpoints. Hence, we can look at individual experiences across digital touchpoints and interactions.

Read More...

How does digital customer experience assessment help?

  • Help a brand become customer friendly
  • Enhance customer experience over digital channels and at the same time meet operational effectiveness, efficiency and value
  • Enhance loyalty, retention, and value against competitors and deliver meaningful, enabled experiences that meet customer expectations
  • Provide unique, holistic, and intuitive experiences while meeting customer need

TechM BPS Approach:

  • We explore each interaction in the digital customer journey
  • We assess the customer digital experience maturity level
  • We use and share experiences learned from other similar processes
  • We work as partners with the client to shape the future digital customer experience

How does it affect the business catalysts?

  • It brings the customer in control
  • It leads to operational efficiency
  • It helps us deal with multi-point engagement and the changing customer landscape
Customer

Customer
Experience Management

With digital technologies disrupting engagement channels between brands and their customers, it is imperative for an organization to analyze the existing customer touch points and reimagine the customer journey.

Read More...

Our Approach:

  • Understand the customer and identify customer needs
  • Convey customer needs to the client and align their processes to fulfil customer needs
  • Detect and classify moments that matter in that customer’s journey
  • Propose new experiences that can be delivered to meet customer needs
  • Prototype and assess new experiences which are relevant to the customers and their needs.
  • Validate the new experience and enable scaling

Outcomes

  • Customer preference understanding
  • Customer journey design document
  • Customer journey transformation enablement
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