ABOUT US
Our focus is to bring the customer to the heart of the organization, creating CX driven strategies that help drive value, reduce cost and build competitive advantage. We take you on a journey of understanding the end-to-end customers' experience with your organization in order to effectively design, develop, and deliver a customer focused strategy for sustainable and measurable results. We work with Global partners in applying scientific tools & methodologies in transforming your customer experience.
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Client Feedback
EXPLORE
Deep Dive into employees and customers' experiences to identify the Moments of Truth.
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Metrics & Analytics
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Touchpoints
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Net Promoter Score
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Customer Satisfaction Score
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Customer Effort Score
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Industry Benchmarking
ENGAGE
Assess internal Customer Centricity and map customers' journeys (current and ideal) to design a tailored programme.
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Journey Map
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Customer Centricity Level
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Organization Capabilities
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Pain Points
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Magic Moments
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Action Plan
EXECUTE
Implement the action plan to turn feedback into actionable insights. EXCO will walk with you through the process.
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Voice of the Customer
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CX Strategy
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Internal Processes
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Customer Centric Culture
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Organizational Structure
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Employee Engagement
EMBED
Leave the company with the tools necessary for sustainable customer experience.
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Track results
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Health Checks
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Pain Point Analysis
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Managed Services
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Customer Service Training
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Ongoing support
MEET OUR GLOBAL PARTNERS
Founded by NPS co-creator, Richard Owen, Owen CX Group is part art, part science, and always best practice driven. Their sole focus is on helping firms achieve outstanding business outcomes through successful NPS programs.
