Customer Experience (CX) Strategy

Put yourself in the shoes of your customers and make them feel like they've been understood. Identify how they interact with your business, what their intentions at each touch-point are, and how you can remove the friction to create an experience that flows like a dialogue.

Solve the challenges of doing business in an omnichannel world with a structured approach, knowledge of the ins and outs of the industry, and out-of-the-box thinking. Develop a customer-centric business model with empathy and convenience at the center of the digital experience.

Figure out how to create a content universe of one for each customer. Map website content to cohorts of visitors depending on user behavior, and target engagement content as per stages of the customer journey. Deliver content at the right time and to the right person, and remove all non-contextual content from the customer's purview.

Validate the mind frame, expectations, and intentions you think customers are coming to your website with. Also understand how your competition and market-leaders are setting user experience expectations for customers with similar mental models and intentions.

Understand how to support the user experience and customer journey expectations with the business process and digital ecosystem you currently have. Identify what needs to change, what technology platforms or plug-ins need to be added, and what parts of the ecosystem need to be optimized for efficiency and effectiveness.

Understand how you can make your business model and current digital CX strategy ready for the needs of tomorrow's customers. Identify gaps in your customer experience, acquisition strategy, omnichannel coverage, retention strategy, and more, and map how you will get from where you are to where you want to be.