CXCO follows a holistic, evidence based, customer-centred approach to transformation. Our approach helps organisations differentiate from their competitors, and to identify and develop opportunities to better serve their customers, employees and relationships.
How we work
We know that every organisation is unique and at a different stage of maturity with regard to innovation and customer-centricity. We also know each organisation has different priorities, budgets and needs. Our approach will be tailored to your needs and objectives.
What we deliver
We create the tools, outcomes and deliverables to help you succeed. Achieving success is dependent on a number of interrelated factors and having the right tools to make objective decisions that inform strategy, operations and planning.
Business and customer strategy
Customer experience vision
CXCO helped uncover root cause issues and define a business vision that focused on 3 key strategic pillars to give direction to the business and bring customer guidelines to life. The Vision was used in strategic planning sessions to focus the team on the customer promise, and what they needed to do to deliver that promise.
Future state journey maps
CXCO followed an accelerated Innovation process that saved the client costs (80%) and time (60%). The resulting outcome was a future state customer journey map which identified solutions across touchpoints and channels, considering the customer’s frontstage and backstage multi-channel end-to-end experience across touchpoints.
Government services vision
CXCO used qualitative insight to understand the customer needs and business objectives to create the future state vision of a new digital service offering. The output included personas to understand the customer, scenarios to clarify the vision, and conceptual service designs to illustrate the experience.
Current state journey map
CXCO leveraged Voice of the Customer (VOC) data, customer research, and business IP to create a multi-channel current state customer experience journey map. The map identified pain points and reasons for dropout, mapped alongside the customer’s needs, expectations and interactions. A roadmap of continuous improvement initiatives was identified, and opportunities for further exploration were defined.
CXCO worked with the MD and CX Director, with the input of operations team leaders to define the future state vision for the business for the next 12-18mths. This vision helped bring the customer value proposition to life and became a living document that was used to guide decision-making and prioritisation for initiatives in the next year.
A Business Vision to unify and align around one direction.
UX governance model
CXCO worked with the Product Owner, Project Manager and Design Manager in consultation with stakeholders to create a governance model to define how different vendors, teams and stakeholders could work together on a significant website redesign project. This project management framework incorporated agile methodologies and a user centred design tool set to guide consistent outcomes.
Experience design and innovation
ATM experience design
CXCO used participatory design co-creation sessions to design the experience of a new fleet of ATM’s. The experience was designed from a user perspective and involved workshops with customers and bank staff. The outputs included design guidelines and principles and experience flows that were used to inform vendor selection, copy writing, design and execution.
Future state billing roadmap
CXCO worked with the client’s team to create a simplified and interactive bill to reduce servicing issues and high call volume. The outcome was a roadmap of phased initiatives across channels, which focused on reducing confusion and decreasing call handing times. The experience was enhanced by a strategy to provide “next best offer” capabilities, and service through pre-empting customer questions and directing customers to self-serve through digital channels.
Automotive dealer i-Pad app
CXCO was worked with the client to provide dealers with interactive tools to improve sales and deepen the dealer-customer relationship in the showroom. The result is an iPad application designed to engage the customer in rich media and contextual information to aid decision-making and to enable the customers to access features beyond those available in the showroom.
CXCO was engaged to define the strategy and conceptual direction for a collaboration platform to be used by 11,000 employees. The express goals were to engage employees, increase trust and build capabilities. We carried out a longitudinal study supported by contextual inquiries to uncover habits and problems of collaboration. From this insight we formed a view of usage roles and levels of engagement and created a vision of how this digitally interconnected community could function.
Business design and framework
Our client engaged CXCO before embarking on a significant transformation program to help them design the business structure and framework of delivery. We used a number of inputs ranging from interviews, workshops, audits and inquiries to inform the creation of the business structure, identify gaps in skills and capabilities, and create a customer-centred delivery framework.
CCD coaching and support
Our client, focused on building a customer-centric organisation, wanted to provide a formal training program that builds the skills of their managers in customer-centred thinking and methods. We adapted our standard CCD training to meet the needs and objectives of the organisation, and delivered a series of workshops to build skills and solve a real business problem.