How do organizations create happier customers?
Organizations are no longer built through advertising, but through experiences. The most successful companies put the customer at the centre of everything they do to create and deliver great experiences, consistently. CSPN has the expertise and tools that help you figure out what matters most to your customers and empower the organization to deliver experiences that exceed expectations.
By connecting human insights, business goals and Digital enablers, we help organizations deign experiences that can make lives easier, faster, healthier, safer, and rewarding. Our seasoned group of CX strategists and market consultants leverage a human-centered design approach that helps organizations improve their customer experience. We look at customer experience as playing a role in people’s lives beyond products and services. We architect experiences and interactions that connect people to the brand. We support these experiences by creating a value chain that begins with the customer and extends through the business.
Guiding Principles
HUMANISTIC:
POLYMATHIC:
COLLABORATIVE:
IMPACTFUL:
Services Summary
There’s No “Right” Time To Focus On Your Customer Experience.
Staying informed about your customers and ahead of their needs requires continuous focus and adaptability. Regardless of your organizations CX maturity level, CSPN Consulting’s comprehensive toolkit has a solution that fits your organizations needs. With an adaptable and agile approach, we deliver projects that can address one or all of the following focus-areas.
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| Customer Satisfaction Surveys |
| Citizen Satisfaction Surveys |
| Customer Feedback Surveys |
| In-Person Surveys |
| Focus Groups |
| Interviews |
| Ideation Sessions |
| Desktop Analysis |
| CX Strategy & Alignment Assessment |
| CX & Contact Centre Maturity Assessment |
| Service Delivery & Modernization Review |
| CX & Digital Transformation Reviews |
| Voice-of-the-Customer Program Reviews |
| Customer Segmentation Assessments |
| Current State Journey Mapping |
| Current-State CX Benchmarking |
| Customer Feedback Surveys |
| CX Vision / Strategy Development |
| CX Technology Enablement |
| Service Blueprinting |
| Digital Future-State Vision |
| Voice-of-the-Customer Program Development |
| Customer Segmentation Development |
| Future-State Journey Mapping |
| Design Thinking & Ideation Workshops |
| CX & Market Trend Research |
| CX Strategy Action Planning |
| CX Centre of Excellence Development |
| CX Change Management |
| Transformation Roadmap Development |
| Digital Service Road-Mapping |
| Segment Focused Service Training |
| Journey Focused Service Training |
| GAP Planning & Implementation |
| Feedback Activation Planning |