CX Design & Implementation

Service

Are you ready to elevate your business to the next level? Our services are designed to streamline your operations, improve customer relationships, and boost your bottom line.

CX Leaders produce better Returns

According to Standar & Poor´s Global Index, Digital CX Leaders produce better Returns and according to Forrester, devoted customers will pay 50% to 200% more to stay with your brand. Inspiring and maintaining such loyalty requires your organization to master the discipline of customer experience (CX), which requires a shift from the “quick fix” mentality to a continuous transformational effort.

Approach

Customer Experience is key to succeed

Essency helps your company to identify critical behaviours of your customers, design memorable experiences, and implement strategies for measurable growth according to your “Why”, identified by the Plan of Growth and Reputation.

But even you you didn't conduct such a plan we can also help you through independently.

Customer Insights

Step I

Design

Training

III

CX measurement

Step I

Customer Insights

According to Smith+Co – our partner company some years ago, now renamed Caffeine – Brand Purpose and Customer Experience are most powerful when they are grounded in customer insight – insight into the difference you make (or could make) in your customers everyday lives.

This step is based on your “Why” or Business Purpose and starts to collect data about your key customers and how they relate with you.

Then a Customer Journey mapping is conducted to provide a picture of actual Customer Experience according to your Differential Variables. Gaps are identified between what you do and what your customers really experience.

A survey among your employees is also conducted to identify the barriers and enablers to implementation and promote engagement.

Step II

Design

Then a set of workshops are conducted to design the new customer experience around your Differential Variables on a multichannel context.
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The output is a new customer journey map, where hallmarks are set up around the Differential Variables you want your target customers to experience.

A roadmap to implementation is delivered.

Step III

Training

The engagement of every employee and every department entails significant investment in education and training, effective teamwork, performance management, communications and technology.

Giving employees the skills and knowledge in what they need to do, to deliver the experience, as well as being supported by the products and processes to do so, is at the core of our approach.

Essency creates the alignment of your teams to deliver the desired Customer Experience through training and emotional involvement of your people on your Purpose.

Step IV

CX measurement

The final step of our process is to create a scorecard and dashboard to monitor, fine tune and enhance how your desired Customer Experience is being delivered. Adapted NPS and our proprietary NXS keep measuring the success of the entire process.

Our Clients Stories of Success

See what our clients are saying about their transformative experience with Essency.

At Alliance Healthcare we believe leadership is mandatory. To reach it and, above all, to maintain it is only possible through a culture that fosters the spirit of partnership. And true partnerships grow based on trust. Trust is what defines our relationship with Essency. We have jointly created a concept of a unique team that helps us to build the path that links Strategy to Execution.

Tiago Galvão

Ex-CEO, Alliance Healthcare

Our Clients Stories of Success

See what our clients are saying about their transformative experience with Essency.

Having double-digit growth in the previous three years and being considered one of the best consultants to work in Portugal, it was imperative to understand how our added value and brand were perceived by our customers to design our future strategy. We found on Essency a partner that helped us to have it clarified and, moving forward, to design a plan together that allowed us to bridge the gap between what we wanted to be as a company, for our clients and our people, and whas was not yet clear acros the market.

MIGUEL TEIXEIRA

CEO, EVERIS - NTT DATA

Our Clients Stories of Success

See what our clients are saying about their transformative experience with Essency.

They helped us turn high-leve brand strategy into specific elements of a new branded customer experience that could be delivered in complex operational situations. Their ability to draw on a broad range of perspectives from within and outside our sector helped us raise the bar on what to deliver and consider new ways to make it happen..

Peter Gowers

CEO, IHG

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