Customer Experience &
Service Consulting Services

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.

Jessica Cryer
Managing Partner
Connect with Jessica

Guiding Principles

HUMANISTIC:

We are the “people” experts that understand regardless of your business need, people play a vital role. We make sure that the most important resource to your organization is a key focus.

POLYMATHIC:

We take a multifaceted approach to understanding the world of customer experience. We are a mix of human-centered designers, behavioural scientists, process engineers and L&D facilitators ready to attack your CX challenges from all angles.

COLLABORATIVE:

We work with our clients not through them, across all stages of a project. We bring them along every step of the way and empower them with new CX knowledge and skills.

IMPACTFUL:

We create more than pretty PowerPoint decks. We deliver actionable strategies and measurable goals that our clients can use to activate change long after the project is done.

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.

F
O
C
U
S

DISCOVER

Uncover Customer (Citizen) Wants, Needs and Sentiments.

DIAGNOSE

Review & Assess your Current (known) Customer Experience Landscape.

DESIGN

Build & Develop your Future (unknown) Customer Experience Landscape.

DEPLOY

Implement & Activate your (designed) Customer Experience Landscape.

T
O
O
L
K
I
T

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

Service Offerings

Customer and Citizen Insights

Customer Experience Assessment

Customer Experience Vision & Strategy

Customer Segmentation

Customer Journey Mapping

Voice-of-the-Customer Program

Customer Experience Transformation

Customer Service Training