Our customer experience framework
Four steps to customer-centric excellence
Delivering the right customer experience requires empathy from your employees and a customer-centric approach that runs throughout your organisation. Our framework will guide you from developing an initial customer experience strategy through to exploring the technologies and innovations that can bring it to life.
We begin by building a customer experience strategy that encapsulates your priorities and ambitions, and provides insight into your organisation’s differentiators. We will then examine the processes you currently have in place and how they can be improved.
Next, we’ll look at your customers, measuring satisfaction in a continuous feedback loop so you can adjust and improve your experiences as you add new features and capabilities. At this stage, we will also start to place an emphasis on delivering consistent, omnichannel customer experiences.
We’ll also work with you to make data a central part of your process, so you can use actionable insights to advise and inform the customer in a way that feels relevant, personalised and consistent.
Finally, our framework will help you to explore and implement new paradigms and technologies, like AI and chatbots.
For more details, please visit the Novius (a company of Royal HaskoningDHV) website (Dutch only).
