OVER THREE DECADES OF DELIVERING CUSTOM QUANTITATIVE AND QUALITATIVE INSIGHTS

Improving your customer experience starts with understanding the current-state experiences delivered from both your customer and employee perspectives. This "outside-in" and “inside-out” approach identifies the delivery gaps between customers’ expectations and the actual experience delivered, as well as the gaps between employee perceptions of the customer experience and customer’s perceptions. Aligning customer and employee perceptions is a critical, often overlooked, assessment that allows for creating experiences customers want rather than those employees believe they want.

We design and deliver research approaches that deliver the voice of your customers and employees with actionable insights.

 Quantitative and qualitative services offered include:

• Touchpoint Prioritization
• Key Driver Research
• Persona Development
• Customer Satisfaction
• NPS Surveys
• Voice of Customer Programs
• Employee Engagement and Culture Surveys
• eNPS Surveys
• Employee Barriers
• Organizational Readiness

EX/CX Strategic Edge offers, the Experience Impact Analysis, where the impact of each key driver on a performance measure is calculated. By providing an actual performance measure impact, your organization can align on a common goal and give CX leaders the insights required for increased resourcing and funding.

The deliverable is a graphical roadmap of the prioritized drivers and their impact on performance measures that is easily interpreted and communicates the required action that must be taken by management. 

Experience Barrier Assessment is a qualitative assessment of what employees believe hinders their customer-centricity. The assessment goes beyond understanding the strategies, processes, policies, and tools to uncover the “cynical voices” that hold employees back from engaging in a culture change effort. By understanding employee perceptions, we can develop project plans and communication strategies to help culture change take hold.