Full-Service CX Consulting & Activation
From CX Audits Through to AI-Enabled Transformation
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, & Digital CX
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.
We also help our clients grow and retain more customers through our world-class, award-winning Loyalty Program and Customer Value Management solutions.
All our CX strategies, Digital CX designs, and roadmaps are bespoke and meet the expectations of their customers.
Loyalty Programs
Loyalty programs and customer experience (CX) are intrinsically linked. A thoughtfully crafted loyalty program can significantly aid an organization in acquiring new customers, retaining existing ones, and boosting overall spending. Our primary focus on CX is dedicated to delivering return on investment (ROI) benefits that translate into tangible business value, whether through improved financial outcomes, behavioural shifts, or a combination of both.
Our innovative application of AI technology has empowered us to achieve exceptional results for our clients. By demonstrating measurable changes in customer behaviour and spending patterns, we have successfully transformed traditional loyalty programs through our AI-driven loyalty model. By concentrating on customer value management at scale, we unlock additional value across our clients' multi-channel marketing ecosystems.
We collaborate closely with our clients to design and manage loyalty programs that accelerate customer growth, enhance retention, and increase spending.
UX/UI Design
Our UX and UI design team is renowned for delivering award-winning projects to our clients. By integrating AI into our design and development processes, we have achieved the remarkable ability to create flawless applications at speeds four times faster than traditional methods. Our AI-First architecture allows us to rapidly unlock the value of applications for our clients, seamlessly integrating AI into the user journey to provide highly personalized customer experiences.
Whether you need a Minimum Viable Product (MVP) for testing or a fully operational market-ready app, our AI-driven approach to UX, UI, and coding ensures that your app is equipped with AI features from day one. Say goodbye to lengthy design and development sprints and embrace our revolutionary approach to app design and development.
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, Advisory & 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 AI to build customer personas based on emotion, logic, and behaviour.
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 use AI to navigate the complexities of behavioural analysis 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 by AI 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 using AI 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 use tools like AI 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. This leads to a successful CX program.
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
