Spark a cultural movement and drive change
Take a data-driven approach to human-centered design
Develop actionable personas that support a more agile, real-time approach to insights, execution, and ongoing measurement
Personas should be more than pictures of your customers - they should be tools that give you actionable insights into customer needs, goals, and motivations based on a deep understanding of their thoughts, feelings, and behaviors. We use a pragmatic yet rapid approach to understand your customers, get beyond surface level information, and gather actionable insights on the drivers of customer value and cost-to-serve. We align those insights with your value proposition and business model so that you can reach and serve your highest value personas without eroding value with other customers. Modernized customer listening enabled by AI supports a test-and-learn approach to launch and optimize a prioritized set of customer experiences for your personas across your Experience Collage™.
Strengthen the connection between brand and CX
Deliver on your brand promise with exceptional CX powered by AI
It starts with understanding your brand: what's your unique combination of better, faster, and cheaper. That's your brand promise. Your Customer Experience (CX) is how you deliver on your brand promise and drive continuous improvement to keep your growth flywheel spinning.
Your customer experience investments should focus on ways to reinforce core attributes of your brand promise. AI allows you to practice advanced customer listening, so you can analyze unstructured customer data together with operational KPIs to assess the congruence of your CX with the core attributes of your brand promise. You can then drive a set of bold bets to innovate the customer experience, while also tackling the brilliant basics to drive operational improvements aligned to your core attributes. Taken together, your bold bets and brilliant basics will yield a continuous improvement cycle that accelerates value realization.
