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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.

Our Team

Gerard du Toit Partner Boston

Martha Moreau EMEA Practice Director Paris

Frédéric Debruyne Partner Brussels

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Insights
Servizi Finanziari
Moving Banking Customers to Digital
Banks can mobilize customers and employees to speed the transition toward digital tools.
Infographic
Energia e Risorse Naturali
What Delights and Disappoints Electricity Customers
To improve customer experience, utility executives are learning which interactions leave customers happy or frustrated.
Snap Chart
Servizi Finanziari
Robo Advice Has Stalled, but Wealth Technologies Still Hold Promise
Wealthtech gains steam to better serve investment advisers.
Brief
Servizi Finanziari
How Australia’s Banks Can Improve the Customer Experience
Leading banks in other countries hardwire the customer perspective into their important decisions.
Snap Chart
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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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