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, Approfondimenti e Soluzioni

Big Data e advanced analytics producono notevoli vantaggi competitivi, tuttavia solo il 4% delle aziende governa realmente la necessaria alchimia di persone, strumenti, dati e obiettivi strategici per ottenere i benefici. L’esperienza strategica e le competenze analitiche di Bain aiutano a creare le capacità necessarie non solo per sfruttare i dati, ma anche per trasformarli in valore.

Information technology

Le aziende hanno bisogno di organizzazioni tecnologiche che favoriscano la loro strategia anziché ostacolarla. Bain vi aiuta a prendere decisioni affidabili in campo tecnologico e a garantire che la vostra organizzazione IT possieda doti di flessibilità e di efficacia e sia in grado di aprirsi la strada nel fermento delle ultime tendenze per produrre risultati duraturi.