CX & Service Discovery
Customer Experience & Service Discovery
Find the friction behind the customer experience.
Customer problems rarely begin at the moment the customer notices them.
The cause may sit in a handoff, an escalation, missing knowledge, too many systems, unclear ownership, repetitive administration or a process nobody has looked at end to end.
Bring us the problem. We will look behind the experience.
45 minutes · Online · Complimentary
Who this is for
- Customer service leaders
- Support leaders
- Technical support teams
- Customer operations
- CX teams
- Service operations
- Customer success organisations
- Teams responsible for knowledge, self-service or service transformation
Problems we can explore
- Customers repeat themselves.
- Cases take too long.
- Escalations arrive without enough context.
- Agents search across too many systems.
- Knowledge cannot be trusted.
- Answers vary depending on who responds.
- Too much time disappears into administration.
- New employees take too long to become confident.
- Self-service is not reducing demand.
- AI has been introduced but the experience has not improved.
What happens in the session
In a focused 45-minute online session, we explore the problem, what is happening today and where the underlying friction may sit. We look at the customer journey, service workflows, support operations, agent experience, knowledge, handoffs, escalations, systems, self-service, customer and employee effort, and AI or automation where relevant.
Choose a time
45 minutes · Online · Complimentary
Not quite the right fit? See every way to start or write to us.