Full-Service CX Consulting & ActivationÂ
From CX Audits Through to Transformation
Analyze CX
- Research & Development
- CX Audits
- CX Maturity Assessment
- Customer Centricity Audit
- Persona Discovery
- Heuristic Audits
Design CX
- CX Strategy
- CX Roadmaps
- VoC & VoE Programs
- UI/UX Design
- Journey Redesign
- CX Transformation
Activate CX
- Implementation Support
- Change Management
- Project Management
- C-Suite CX Alignment
- Program Activation
- CX Measurement
Optimize CX
- CX Governance
- CX Advisory
- CX Innovation Hub
- CX Sustainability
- AI Analysis
- CX Reporting & Analysis
CX Research & Assessments
The cornerstone of any successful CX program is data-driven decision-making. Investments in any CX initiative should be based on insights gained from research and assessments. Do you know what your competitors are doing for CX? Do you have insights on CX best practices and how other organizations are deploying initiatives that generate growth and increased loyalty? Our research services can provide you with these answers to enable you to make better investment decisions.
Our assessments range from a simple Contact Centre audit through to full CX maturity assessments to determine employee customer-centricity and readiness to accept new ways of operating.
Our assessments extend to channels, and we can undertake a full heuristic assessment of your digital channels such as website and app. to provide you with the insights required to improve and deliver a superior customer experience.
CX Strategy, Journey Mapping, & Roadmaps
Our design methodology for CX strategies and roadmaps has been developed and researched over many years from best practices utilised by market leaders in different industry sectors. Our unique approach is highly collaborative and bespoke for every organisation. We work with our clients to bring to life their customer promise and help them identify initiatives to meet the customer promise continuously.
Customer journeys are continuously evolving but very few organisations have the means to properly capture and understand customer journeys and the value drivers at key stages. What are the emotional triggers, what are the key pain points and how can you elevate the customer experience at key journey stages? These are the types of questions we answer when we examine an existing journey and look to redesign it to achieve an elevated experience.
All our roadmaps are bespoke and designed to be easily understood and practical so team members can easily execute them. Our specialty is designing roadmaps with measurable ROI so senior stakeholders can measure the success of the initiatives over time.
CX Activation, & Implementation Support
Once you have a blueprint for your future state CX program, where do you go from there? We stand by all our CX strategies and roadmaps and can help activate the essential elements of the program, or we can provide full implementation support to help implement the CX roadmap. Often, our CX roadmaps are transformational in nature as they are designed to change practices and behaviours in the organisation to achieve the overall CX strategy and desired commercial outcomes. Our experience in implementing CX roadmaps will ensure the essential elements of success are in place before activating your CX roadmap.
We apply change management best practices when implementing the roadmaps and ensure there is C-suite alignment with the new CX vision. Whether it is simple project management, advisory or measurement of the CX initiatives, we are here to ensure you execute and achieve the desired outcomes.
CX Governance, & Optimisation
One of the growing areas in CX management that is gaining attention is CX governance and ongoing optimisation to achieve sustainable results and continual improvement. We work with our clients to identify a governance model suited for the size of the organisation and aligned with the cultural practices of its people. No two models are alike, and we ensure that the governance model, operating model and processes are fit for purpose. We can also help determine the correct size of the team, their job descriptions and key performance indicators. Often, a phased approach works well to ensure costs are optimised.
The long-term sustainability of any CX program requires a robust Voice of Customer (VoC) program that captures not only customer feedback but also that of employees and other stakeholders such as suppliers and shareholders. Asking the right questions at the right time is not an easy achievement. We work with our clients to design optimal VoC programs and processes that lead to continual improvement.
Using emotion, logic, and behaviour to select customer personas
At Kinetic CX, we understand that people's behaviour is influenced by a combination of emotions, logic, and the "in-between" factors. This combination is constantly evolving and can vary depending on the type of product or service, as well as the current economic climate. We strive to help our clients understand and navigate these complexities to identify and improve their target personas.
Our team at Kinetic CX helps organizations identify their target customer personas, aligning them with product positioning and pricing to drive optimal business outcomes. By creating these targeted personas and connecting them to the offerings of a company, we ensure that any customer experience enhancements will result in maximum commercial success.
Reimagined journeys designed for optimal business outcomes
At Kinetic CX, we believe that traditional customer journey mapping is no longer as effective as it once was. As the CX and EX disciplines have evolved, we have come to understand that customer journeys are based on individual needs and behaviours, and cannot be segmented into generic categories. The consumer often moves in a non-linear, unpredictable pattern, flipping and flopping between different stages of exploration and evaluation. By recognizing and incorporating this "messy middle" into our journey mapping approach, we can create a more accurate and comprehensive understanding of the customer journey so we can redesign the expereince to deliver the desired outcome.
As CX practitioners, the question is how to break the cycle and convince the consumer to choose our brand over others. It's not about forcing them out of their shopping process, but rather providing them with all the information and assurance they need to confidently make a purchasing decision. Ultimately, our goal is to persuade them to stop browsing and commit to buying from us.
Creating CX roadmaps for transformation and maximum ROI
Our unique approach to designing CX roadmaps stems from our background in growing businesses. We understand that in order for a business to thrive and grow, there needs to be a deep understanding of the customer and an employee mindset that prioritizes the desired customer experience. Every aspect of the business must work together to support this ultimate goal.
Our CX roadmaps are tailored to each client, taking into consideration budgets, strategic objectives, and industry sector. Our comprehensive approach includes analyzing operational management, processes, technology usage, and human capital management to determine the best path forward. With a robust Voice of Customer program for continual improvement, our roadmaps deliver ongoing commercial value.
Our roadmap approach ensures that clients receive a practical and realistic plan that meets their business goals.
How can we help you?
Service Ideas
CX Audit
Identify the gaps and pain points impacting your customers
CX Roadmap Design
Design the CX roadmap that will impact your bottom-line profitability
CX Activation
Take the necessary action to implement your plans, improve experiences and meet your business objectives
