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Customer Experience Transformation

Meet Your customers expectations.
and beyond.

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You have to start with the customer experience
and work backwards to the technology - not the other way around “
Steve Jobs

In a connected world
Customer behaviour & expectations are changing

“I want it everywhere !“
97%

Of customers are multichannel users, they use 5 to 6 channels on average.

“Yes, I can !“
70%

Of online customers
expect help within
5 minutes.

“Just for me !“
61%

Of customers are more likely
to buy from companies that
deliver custom content.

It is no longer enough to compete
on products and services
To create a sustainable competitive advantage

The how an organization delivers for customers is beginning to be as important as what it delivers
49% of marketers think the quality of the customer experience is the thing that will drive their business forward

A pragmatic hands-on
methodology

1

We start from a business objective where you observe a lack of performance

2

We select journeys that are directly impacting this business performance

3

We capture insights from customers and we understand what your employee lives

4

We identify the gap between their expectations and experiences

Improve your capacity to set
& deliver customer expectations

On stage drivers

Capacity to engage the audience with right value and expectations
Customer
Knowledge
Customer
Engagement
Value
Proposition

Backstage enablers

Capacity to deliver on expectations with People, Process and Tools
Culture and
Leadership
Operating Model
& Process
Organisation
& People
Architecture
& Technology
Data
& Insights
iceberg

The CX iceberg
Helps you to visualize what your customer experiences
AND what happens in your organisation

On stage drivers

The visible part of what customers are really experiencing

Backstage enablers

Is what happens inside your organisation and what your employees are experiencing

The CX Iceberg
At ngage,
our goal is to
identify the root
causes that are
at the origin of
the customer
friction

The benefits for our clients

Develop

Develop a sustainable competitive advantage

You need to be consistent seamless, fast & personalized to meet/exceed new expectations to be served

Infuse

infuse it everywhere in your organization

Operationalize the personas & empower each employee with a single-view of your customer

Infuse

Outperform
business results

Deploy less efforts to create trust & emotions and engage your customers in a long-lasting relationship acquisition/retention costs, ...

Reach out to share
your CX challenges

Meet us
Discover more details about
our CX methodology
  • How we operationalize personas
  • How we help you to gain maturity to be more consistent
Contact us
See how we can fit in your
current program
& organization
  • Where to start? Which actionable and scalable proof of concept?
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