CX GROUP - CUSTOMER

EXPERIENCE CONSULTING

http://www.cxgroup.co

CX CONSULTING

Our consulting services will guide you through a

series of pragmatic steps that will put you on the

course toward customer centricity. Whether you

need guidance in mapping your customer’s journey

or are looking to perform a one-time discovery of

your customers, CX Group’s

Consulting services are packaged services built on

our experience over the course of delivering CX

projects worldwide across a wide range of

industries.

CUSTOMER EXPERIENCE

CONSULTING PACKAGES

Customer Journey Mapping- Customer Journey Maps

are an excellent tool to unlock potential in your current

customer interactions. CX Consulting will assist you in

determining where a sales process breaks down in the

eyes of a customer, or how we can have a customer

raise services issues with you before they share their

experience on the Internet.

CX Consulting will facilitate the process of building

Journey Maps and aligning everyone in your

organization in that process towards common customer

centric goals.

CX Discovery- CX Discovery is a one-time customer

experience research exercise for your business. We

design the survey methods, invite customers to share

their experience and process the results, leading to a

detailed report about how your customers perceive your

business and its services or products.

Voice of Customer Program Design - It takes

initiative on multiple levels to implement real change in

the way your manage customers. CX Group assists

companies in designing their Voice of Customer

Program. Whether you are initiating a project, or need

help in driving organizational change, benefit from the

vast experience our group has amassed through its

exposure to CX projects worldwide.

MANAGED INTERACTIONS

CX Interactions is an outsourcing solution that helps

businesses create advanced CX capabilities and

impress customers with great responsiveness at

minimal costs. CXInteractions can perform outsourced

activities under your company’s brand name or as a

neutral third party.

MANAGED SERVICES PACKAGES

Managed 1st Responses- A number of research

studies relating to service recovery have found that the

speed of responding is the single most important factor

when reacting to negative or positive feedback from

customers.

Managed 1st Responses means building a capability at

low costs and have CX Group respond for you with our

24/7 call center. Our agents assigned to your

company will understand your business, work on the

basis of pre-approved templates and will filter out the

cases that require your attention.

Follow Up Calls - Customers that are either extremely satisfied or dissatisfied carry important information for the business to learn from. CX Group offers a phone based follow-up service and calls all customers that are below or above a predefined rating scale andinterviews them to learn more. The results of the interview are documented in the CXQuest platform and can be analyzed by the business.

Managed Voice of Customer Programs - CX Group can assist with the operative management of entire Voice of Customer programs. From the design of surveys, the definition of the touchpoints, all the way to delivering monthly or quarterly report, our team will act as your own CX department.

CX QUEST

CX Quest is a software platform that helps

businesses develop speed and attentiveness in

their communication with customers to reduce

customer churn and increase referrals.

HOW IT WORKS

CXQuest is a web based software solution that invites

your customers to give feedback through any channel

of communication they prefer to use. We have put

strong emphasis on making the feedback submission

process extremely easy and hassle free for the

customer.

Once the feedback is collected, the software

intelligently dissects the meaning of the feedback that

the customer gave and starts taking all sorts of action

that is directed at making your business aware of the

issue at hand and keeping the customer happy.

WHY IT’S UNIQUE

The CXQuest platform is equipped with state of

the art artificial intelligence technology that

helps businesses accurately derive the right

meaning from the customer feedback. The system

can e.g. detect from text messages if the customer

is distressed or if there is immanent risk of the

customer posting the experience on the internet.

CXQuest can also process other complex

‘cognitive’ tasks such as convert speech to text or

process hand written comment cards.

CX Quest

LOCATIONS

For support matters regarding the CXQuest

platform, please send us an email with your support

request to support@cxquest.com or submit your

support requests here.

For sales, please inquiries contact us at

sales@cxgroup.co or call the nearest office to

you:

NORTH AMERICA

2701 S Bayshore Drive, #303

Coral Gables 33133

Florida, United States

T & SMS: +1 (305) 985 5550

http://www.cxgroup.co

ASIA

583 Orchard Road

#08-04 Forum

Singapore 238884

T: +65 31 58 3969

http://www.cxgroup.co

EUROPE

Veddestavägen 13

SE-175 62

Järfälla, Sweden

T: +46 (8) 446 83926

http://www.cxgroup.co