You do not rely only on intuition or isolated complaints. We organize customer touchpoints and identify where customers experience friction.
Feedback does not end with a report. We look for root causes in processes, communication, service, product experience, work organization, or operating standards.
The outcome of the pilot is a structured set of insights, priorities, and actions that can be implemented, tested, and measured again.
We select a process or part of the customer journey where improving CX can deliver a measurable impact.
We launch a simple, context-based customer feedback measurement online, offline, or at selected touchpoints.
We separate isolated incidents from systemic problems and identify the areas with the greatest impact.
We prepare corrective actions, hypotheses, task owners, and metrics for verifying the results.
A map of the customer journey stages: from first contact, through purchase or service use, to renewal, recommendation, or churn.
Identification of the areas that influence customer perception: communication, response time, ease of service, clarity of rules, quality of contact, or process predictability.
Connecting CX insights with retention, conversion, complaints, repeat purchases, service time, attendance, or other business metrics.
You see where the experience is created, which moments are critical, and where it is worth measuring the quality of customer contact.
You receive a summary of metrics, comments, patterns, segments, and areas that lower customer ratings.
Every important insight is turned into an action recommendation instead of being left as an observation in a report.
You know how to continue measuring CX, verify results, and build a closed-loop CX improvement process.
The scope is determined individually. The program is designed as a short pilot, so it typically covers a selected process, contact channel, or section of the customer journey rather than a full audit of the entire organization.
The program is a pilot program. Detailed terms and conditions are determined individually.
No. The program is designed as a starting point. We can begin by organizing the customer journey, selecting touchpoints, and simply measuring feedback.
It shouldn't burden the organization. We need access to the basic context of the process, short interviews with selected individuals, and consent to an agreed-upon method of collecting feedback.
No. The program works well for both SMEs and larger organizations. The key is whether the company has repeatable customer touchpoints and wants to manage them more systematically.
Summary of the diagnosis, map of key touchpoints, measurement results, conclusions, recommendations for improvement and a proposal for a further CX management model.
The application process takes the form of a collaborative working conversation. Its purpose is to jointly determine whether a CX pilot project makes sense for your organization and what its scope should be. It usually follows these steps:
1. Application review
We review a short description of your organization and the area or process in which you want to improve customer experience.
2. Introductory meeting (online)
An introductory conversation during which we clarify the business context, goals, and expectations on both sides.
3. Defining the pilot scope
Together, we define:
4. Project kick-off
Starting the pilot and moving into project work.
Participation in the introductory conversation does not obligate you to proceed with the pilot. The number of pilot projects we run is limited.
