Solution

Customer Episode Design

A proven way to transform the customer experience, at scale

Our Impact

20%

lower customer attrition

25%

higher NPS® on average

20%

EBITDA improvement

Creating outstanding customer experiences means seeing your company through the eyes of your customers--and understanding what they encounter as they attempt to satisfy their needs. The key to transforming that journey is to focus on "episodes," the sequence of discrete interactions a customer experiences to fulfill a specific need.

Customer Episode Design is a proven way to reinvent those customer episodes, with our clients experiencing 20%+ operating expenditure (OPEX) reduction. Our approach combines analytics, benchmarks and human-centered design to reveal what delights your customers, and then shows you how to deliver it efficiently, and at scale. We’ll bring our broad expertise in technology and organizational change to help you prioritize, design and implement the improvements that make the biggest impact on customer satisfaction and, ultimately, the bottom-line.

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Sydney-based Partner Katrina Bradley describes how leading banks design compelling customer episodes.

How We Can Help

Customer Episode-led Costing

Turn traditional cost-cutting on its head by focusing on customer episodes as the essential unit of operating expense. This holistic approach not only saves more money but reduces complexity and increases customer satisfaction.

Customer Experience Analytics

The data you need to create superior customer experiences is now at your fingertips. Customer Experience Analytics integrates customer and operational data and provides an attractive, dynamic interface that makes analysis fast and easy.

IA, Perspectives et Solutions

Les multiples opportunités ouvertes par le machine learning, l’intelligence artificielle et les data sciences ne sont plus à démontrer. Pourtant seules 4 % des entreprises parviennent aujourd’hui à extraire la valeur des données, qui repose sur une subtile alchimie entre l’humain, la technologie, la donnée, les processus et modes de travail et la stratégie de l’entreprise. Grâce à son expérience du conseil en stratégie et son expertise en analytics, Bain vous aide à développer votre potentiel pour transformer vos gisements de données en or.

Technologies de l'Information

Bain & Company accompagne ses clients pour assurer que les technologies de l’information ou IT permettent d’améliorer les résultats de l’entreprise. Nous abordons les défis IT de façon stratégique et en prenant en compte les spécificités de nos clients. Nos experts apportent un point de vue indépendant et objectif pour aider les entreprises à atteindre le plein potentiel de leurs ressources, investissements et actifs technologiques.