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 for pre-order now!자세히 알아보기
ADAPT@Bain helps you fuel innovation and accelerate transformation while also helping you build your own in-house abilities.
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.
빅 데이터와 어드밴스드 애널리틱스는 엄청난 경쟁적 우위를 확보해줍니다. 하지만 이 연금술이 필요로 하는 인재, 도구, 데이터, 전략적 집중도 등을 종합적으로 마스터하는 기업은 전체의 4%에 불과합니다. 베인은 전략 프로젝트 경험과 분석 전문성을 토대로 기업들이 데이터 마이닝에서 멈추지 않고 확보한 데이터를 황금으로 바꿀 수 있도록 지원합니다.
기업의 기술 조직은 사업 전략을 제약하는 것이 아니라 뒷받침해야 합니다. 베인은 고객사가 확신에 찬 기술 관련 의사 결정을 내리고, 기민하고 효과적인 IT 조직을 확보하도록 지원합니다. 이를 통해 고객사가 최근 기술 트렌드를 따라잡고 지속적인 성과를 낼 수 있도록 합니다.
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.자세히 알아보기
Higher NPS® on average
Lower customer attrition
Operating expenditure (OPEX) reduction