LET’S WORK TOWARDS THE EXPERIENCE YOU WANT TO DELIVER

CX Services

  • Customer Insights and Understanding

    Design voice of the customer programme

    Identify customer and employee touchpoints in the customer experience

    Assess infrastructure mechanisms and methodologies to capture internal and external CX data

    Determine gaps and research strategies to address deficiencies

    Collect experience feedback from customers

    Collect customer experience and improvement feedback from employees

  • CX Strategy

    Create a CX strategy - What do you want to achieve?

    Align the customer experience strategy to organisational strategy, goals, and brand values and attributes

    Determine the strategic focus, business case, and tactics into programmatic components

    Develop a plan for communicating the CX strategy to stakeholders

  • Design, Implement and Innovate

    Utilise customer insights to define and prioritise experience requirements and opportunities

    Establish and facilitate a defined CX design process

    Implement the CX design

    Integrate processes and tools for continuous customer experience improvements

  • CX Culture and Accountability

    Assess and determine ongoing strategies for sustaining a customer-centric culture

    Manage and maintain executive accountability for CX strategy

CX Packages

Insights and Understanding - Internal

Let’s use the information you have at your finger tips to assess your current experience.

FoxCX will interview managers and leaders from across the business as well as sitting down with employees who deal with customers on a daily basis.

We’ll undertake an assessment of your current processes measuring CX and analyse the data and feedback that is currently available.

FoxCX can develop Customer Journey maps with your organisation to ensure that we understand all customer touchpoints and their emotional journey when working with your organisation.

Produce a report on all the findings along with the next steps and opportunities to improve the experience you deliver.

Insights and Understanding - External

Working with your internal teams we will target your customers to get an understanding of the experience you are your organisation are delivering.

We will undertake face to face interviews with your customers to ask them how their experience was, how satisfied they are with the service and their likelihood to recommend your organisation.

Produce a report on all the findings along with the next steps and opportunities to improve the experience you deliver

CX Strategy

Once we have an understanding of the experience the organisation is delivering, the current state. We will work together to develop a strategy to get to the experience you want the organisation to achieve and deliver, the future state.

We will set out how to introduce the strategy to the organisation and help you plan who is going to lead CX for the organisation going forward.

Design, Implement and Innovate

Great experiences don’t just happen, they need to be designed. FoxCX can help you build great experiences for your customers around the important touchpoints in their journey with you.

This could simply be looking at operational process improvements and gaps in the current experience or undertaking human-centered design and innovation workshops.

Implementing changes to improve the experience needs to be planned with internal stakeholders who see the benefits, are engaged and onboard. FoxCX can present to leaders within the organisation and increase the level of understanding of customer experience.

People innovate everyday but they don’t realise it. It is then missed and not shared around the organisation. FoxCX can help build ways where innovation can become best practice, then standard practice within your organisation.

CX Culture and Accountability

To build a customer-centric organisation your people must be part of the journey. Education and training are essential to build an understanding of customer experience and its importance. FoxCX can undertake workshops with your employees to get the message across.

Its not just the people on the coalface but the leadership of the business also needs to be onboard. Specific leadership training can be developed around the customer experience but also building on leadership and team work using the Humans Synergistic tools.

Mix, Match and More

Customer Experience has so many different facets and every organisation is different. Depending on your needs we can work together to come up with a package that will suit you and your organisation.

“Whatever you do, do it well. Do it so well that when people see you do it, they will want to come back and see you do it again, and they will want to bring others and show them how well you do what you do.”

Walt Disney