Customer Episode Design
Customer Episode Design
A proven way to transform the customer experience, at scale
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. Our Simple & Digital 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.
A must-read story and your indispensable guide for inspiring customer love within your own teams and utilizing Net Promoter to achieve both personal and business success. Available now!Learn more
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.
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.
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.
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.
Coro is a breakthrough suite of digital solutions that aligns people, processes, and technology in an integrated commercial system that makes your go-to-market organization the profitable growth engine you know it can be.View coro
Higher NPS® on average
Lower customer attrition
Operating expenditure (OPEX) reduction