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Customer Experience Transformation

Customer Experience Transformation

Today's companies know that great products are not enough. Bain Customer Experience Transformation helps you figure out what your customers care about most, then design great customer experiences, and arm and inspire your employees to deliver them.

Customer Experience Transformation

Why Bain

Why Bain

  • We focus on customer episodes as the building blocks of customer experience—a deeper, detailed view of what truly comprises a customer’s journey—and help you identify, prioritize and reinvent those episodes.
  • The Bain Simple & Digital approach to customer episodes lets you work across functions to create digitally powered episodes that delight customers and are simpler, less expensive and easier to deliver.
  • Your customer experience is only as good as what your organization and employees can deliver, so we treat your operating model, IT and talent capabilities as an integral part of your project.
  • We invented the Net Promoter System®, and our approach builds upon its tools and the lessons learned from working with thousands of Net Promoter® companies. NPS Prism, our breakthrough benchmarking service, builds on this legacy.
  • We work with you, not on you: Our Results Delivery® approach ensures that the changes you make endure and that you develop your own lasting ability to sustain and improve your customer experience.

Risultati attesi

Risultati attesi

Big boost

Delighted customers, engaged employees and a big boost to your bottom line, thanks to episodes that are simple and digital for customers and far more efficient and cost effective for your organization to deliver.

Insights

Gain clear insights into which investments in products and services will result in great customer satisfaction and loyalty.

Continuous improvement

A steady flow of customer feedback that supports continuous improvement and inspires employees to focus on building deeper customer relationships.

Client Results

Beni di Largo Consumo

How Micro-battles Powered a Brand and Sales Lift at BeautyCo

Using the Bain Micro-battles System®, a global beauty products company piloted three distinct strategies, resulting in a boost in retail sales.

mag 2, 2018

Our Team

Gerard du Toit Partner Boston

Luiza Mattos Partner São Paulo

Frédéric Debruyne Partner Brussels

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Insights
How to Come Out Stronger from the Covid-19 Crisis: Accelerate Simple and Digital
The ongoing shift to digital customer experience just hit fast-forward. Here are the components for a bold plan to catch up to changing customer behavior.
Brief
Tecnologia
Retain or Grow: What’s the Right Customer Success Model for Your Software Company?
A clear understanding of customer service goals helps determine where the function should sit in a company.
Article
A Customer Experience Leader’s Checklist for Responding to Covid-19
The coronavirus pandemic is reshaping how customers and businesses interact, especially on digital platforms. This checklist can help CX leaders map a path forward.
Infographic
Servizi Finanziari
Beyond the Branch: Customer Journeys in Banking
Les Matheson of Royal Bank of Scotland outlines radical internal changes that helped the company better serve customers in a digital world.
Video
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 Results Delivery® is a registered trademark of Bain & Company, Inc.

 Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc

 

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