CX Consulting

Your ideal partner for building a customer-centric company.

We help large companies develop digital processes that transform marketing, sales, and service performance.

Through deep knowledge of cutting-edge CX technologies and GenAI applications, we assist companies throughout the digital transformation process, optimising business processes and our clients' operating models.

  • Our Digital Transformation Programs facilitate the integration of digital and AI-based technologies into an organisation's products, processes, and strategies. We unlock enhanced agility, speed, and data-driven decision-making capabilities and enable companies to effectively rewire themselves, continuously deploying technology at scale to drive long-term value creation.

  • Customer Relationship Management strategy involves leveraging digital solutions and automation to effectively manage the company's relationships and interactions with customers. Following a thorough analysis of the business and target market, we outline the optimal approach to enhance customer experiences and improve our clients’ overall efficiency. We then move forward with a tailored CRM design that aligns with specific requirements, putting it into action by configuring automated workflows and creating insightful dashboards and reports.

  • We design the optimal customer service strategy to enable large brands to scale up internationally while staying relevant and close to their customers. From customer journey optimization and process design to the implementation and delivery of services. In designing the customer service outsourcing strategy, we assist global brands in setting their location strategy and embracing cultural differences.

  • Our data management approach is designed to seamlessly integrate and analyse data from various platforms, yielding actionable insights that can significantly enhance business operations. Our team of data visualisation experts creates custom reports that offer a detailed customer view. This empowers our clients to make informed decisions regarding their business strategies and workload optimization.

  • We help clients plan and orchestrate each step of the marketing automation process: from CRM and contact strategy to customer journey design and campaign delivery. By combining marketing and the most advanced advertising technologies we enable valuable interactions across the most effective touchpoints of the customer journey, maximising sales and marketing ROI.

  • We enable companies to truly understand their customers or employees and their experiences. We partner with leading technologies to gather and analyse customer feedback from various channels. Our goal is to identify trends, patterns, and actionable insights, enabling businesses to make informed decisions and enhance their services and products to meet customer and employee expectations.

  • We enable individuals and organisations to acquire the right skills to embrace digital transformation. We support our clients in facilitating the changes required by the new technological ecosystem in their market, aiding the integration of new business organisational models and innovative technologies' adoption, including generative AI and LLM applications, within work processes. We deliver customised training and coaching models to ensure the most effective transfer of the required skills. Finally, we verify the effectiveness of the undertaken changes through constant performance monitoring of agreed-upon KPIs.

  • With over 20 years of expertise in blending human and artificial intelligence, we help brands adopt generative AI and Large Language Model (LLM) applications to achieve new highs of performance through process automation. We provide guidance on how and where to integrate easy-to-consume generative AI solutions and LLM apps, such as ChatGPT, or where to customise models and integrate them with the client's data.

Business cases

By combining digital Tech, GenAI, and human intelligence, we empower global brands across various industries to scale up customer intimacy.

  • Energy

    Omnichannel digitization

  • Automotive, Mobility and Transport

    Customer management automation of the Online Store

  • Media and Entertainment

    DAZN: high-value Customer Service

  • Pharma and Medical devices

    Voice of the Customer at scale

  • Retail and eCommerce

    Global management of multi-brand campaigns

  • Retail and eCommerce

    Centralised and global marketing automation program

  • Travel and Leisure

    Business Process Outsourcing transformation program

  • Automotive, Mobility and Transport

    The world’s first automotive store in the Metaverse

  • Energy

    A digital transformation performance-focused

  • Energy

    Schneider Electric: from product to ecosystem strategy for B2B2C

  • Financial services and Insurance

    Europ Assistance: our TalkActive for roadside assistance service

  • Financial services and Insurance

    Customer operations AI sales and fraud detection

  • Pharma and Medical devices

    A multichannel ecosystem

  • Automotive, Mobility and Transport

    Thales GTS: Operating Control Centre redesign

  • Telco

    End-to-end services: digital solutions, user research, customer operations

Other services

As an end-to-end service provider, we support our clients during every phase of the Customer Life Cycle, improving customer connections and elevating business performance.

  • CX Design

    We offer a comprehensive range of design services, encompassing product and brand positioning, business design, and design execution.

  • CX Operations

    We provide scalable industry-leading performance in customer operations.

  • CX Technology

    We provide a wide range of digital, RPA and AI solutions, leveraging on best of breed technologies and enterprise platforms.

  • CX Advanced AI solutions

    For over 20 years, we have been an AI centre of excellence dedicated to keeping up the technological advancements to elevate customer experience providing hybrid services.

Want to collaborate?

Together, we'll craft a robust strategy to elevate the entire customer experience, fostering greater satisfaction and loyalty and, ultimately, driving business growth.