Customer Experience & Engagement

You understand both the importance of providing customer experiences that meet ever-increasing demands and expectations. But you also understand the challenge in doing so.

• Executives and functional leaders are not always aligned on approaches and priorities.
• Many decisions are decentralized resulting in silo’d designs and disjointed technology portfolios.
• Initiatives are frequently myopic in scope and aren’t aligned with a holistic approach to customer experiences.
• Customer-centricity is sometimes compromised by prioritization of operational efficiencies.
• Journey maps generally focus on customer perceptions and don’t effectively describe the details of processes and systems that support each interaction.
• Internally, organizations are not able to effectively evaluate and implement the array initiatives that can improve experiences and engagements.

At Cimphoni, we understand the underlying components of a successful CX strategy, and we leverage our expertise to align your people, processes and technology to deliver outstanding customer and employee experiences. Our focus is to enable your customers to engage with you on their own terms through their preferred engagement channels (e.g., voice, chat, mobile, email, physical) while ensuring that employees have what they need to focus on their customers instead of their systems and applications. We’ll also identify opportunities to leverage the latest technology to remain one step ahead of your customers’ expectations while also leaping ahead of the competition – driving customer loyalty and increased revenue.

Companies and their technology partners are much more successful with solution implementations when they are strategically aligned and tactically prepared. To that end, Cimphoni provides:

• Assurance of executive and cross-functional alignment on vision and objectives.
• End-to-end experience designs illustrating process and systems flows that clarify priorities.
• Validation of internal readiness – technically, operationally, financially, and culturally.
• Marketplace expertise with deep knowledge of platform and services vendors and experience negotiating contracts.
• Oversight of complex implementations spanning multiple vendors and internal resources.

Cimphoni can guide your team through the necessary steps to effectively address the challenges you are facing as your team strives to deliver exceptional experiences and achieve lasting engagement levels with customers.

If you need assistance improving the customer and employee experiences in your organization, Cimphoni can guide your team through the necessary steps. We can start with a “SnapShot” capability assessment across the business to discover and prioritize improvement opportunities. Or, if you have a specific area of the business that needs attention, we can start there as well.