CX Consulting

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.

We specialize in Agile@Scale methodologies and are qualified as a Gold Partner of SAFe (Scaled Agile Framework). We offer management consulting, training, and coaching to support global brands in their transformation journey, enhancing their ability to leverage business agility, product innovation, and organizational performance.

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.