Customer Experience Change
We help you implement and manage a successful customer experience program to help differentiate your organisation in an increasingly competitive market. From enquiry to conversion to care delivery and beyond – every touch-point needs to be effortless for the customer and consistent for the organisation. Use customer experience design to help identify new growth opportunities while simultaneously generating greater customer engagement, customer loyalty and increased organisational profitability.
Customer experience redesign is about getting to know the customer to understand the opportunities to make process improvements to meet customer wants and needs. Using new thinking methods, tools and techniques such as human centred design and customer journey mapping we help transform your organisation. A successful customer experience has at its heart a well-designed and compelling customer value proposition. This is the unique way your organisation does what it does to create value for your customers. Putting the customer at the centre of decision-making using data can inform outcomes that challenge and change resource investment. Net promoter scores (NPS), customer feedback from complaints, and voice of customer (VOC) as part of core business assists organisations to go beyond reacting to complaints to becoming proactive in customer advocacy.
The way you respond to customers will also determine what they think and say about you into the future. When dealing with customer feedback it is important to understand the connections so you can design a customer experience that exceeds customer expectations and cultivate an environment that builds customer trust. You can create value for your customers by changing the way you think and work. Then your care recipients (consumers, residents, clients or participants) and their families as well as your staff (all your external and internal customers) can benefit from your well-executed customer experience design. Leverage to deliver meaningful and delightful customer experiences.
Innovation & Service Design
Innovation thinking can provide solutions for your organisational challenges. The innovation process is about generating ideas and being able to translate those ideas into new services or ways of working that create value for your organisation. Innovation can be high impact and ‘game changing’ or low impact and ‘incremental’. Either way innovation can unlock substantial value for your organisation.
Innovation can shape and transform your service delivery to meet your customers’ wants and needs as well as help you meet your compliance obligations. Using innovative methods, tools and techniques such as design thinking and business model canvas, we help transform your organisation. We support you realise your innovation ambitions in several areas:
- Customer Experience – identifying opportunity in the customer journey
- Service Design – reimagining service delivery
- Digital Transformation – improving efficiency and effectiveness
- Business Model Design – unlocking business value
Digital Transformation
Advancements in digital technology are changing how consumers search for, select and interact with care providers. Customers are looking for organisations they can easily interact with. Customer data should be centralised into a single customer record that enables automation and supports customer self-service choices. Technological improvement that connects customer contact in a seamless way across phone, digital and face-to-face channels will assist in creating the framework to future proof your organisation.
Now is the time to renew your business operations and reimagine what your transformed organisation looks like with a digital lens rather than taking current manual processes and making them digital. All organisations have dependencies and interdependencies that limit their ability to be dynamic. The key is for you to combine elements into a transformation network/ecosystem and to have various connection networks running simultaneously to facilitate transformation across your organisation. We may need to relook at business architecture, capability assessment, customer journey mapping, human centred design and/or business model design. And you may need to think of new ways of working, communicating and training people.
Your cultural change management program should be embedded in your digital transformation program. This is the hardest part as it can have deep roots. A culture of continuous change and evolution in how things should work to drive future business outcomes for your organisation. To make digital transformation happen you need complete alignment from the board through the executive team through the whole organisation. Siloed transformation efforts are less effective at delivering business outcomes.