Providing Positive Outcomes Based on Years of Experience in Advanced CX

Consulting

Eventus consultants have years of experience in advanced customer experience, engagement and service approaches, and benefit from exposure to hundreds of methodologies, technologies, successful implementations, and projects, large and small. Our difference? We are a team of former business and operating practitioners coupled with Big 4 consulting experience. We are highly collaborative, and tailor every engagement with our Clients to meet their needs, leveraging our proven methods, while respecting their cultures and understanding their objectives. We focus with our Clients on positive outcomes, and how to eliminate barriers to achieving those outcomes, and win when our Clients win.

Customer Engagement

True customer engagement is the primary indicator of additional growth and brand loyalty. Eventus consultants have deep domain expertise within the contact center industry, and the broader customer engagement world.  By first understanding our Clients’ customers view of what a great experience looks like, we can then review the state of these factors compared to current operations and against recognized industry leaders. Our many successful customer engagement projects have led to stronger connections with prospects and customers, driving loyalty and referrals, through all relevant various channels of correspondence. Working with partners, we track, analyze and report on the volume and quality of interactions, including online, chat, social media and voice.

Operational Improvement

Quality and continuous improvement have become core to the language of all industries. And they are often a fundamental requirement for any organization that wishes to succeed in today’s environment of changing customer expectations, mergers, acquisitions and competition “at the speed of sound”. Eventus only employs consultants who have an in-depth knowledge and broad understanding of the industry they work in. Given our experience and understanding, we deliver operational roadmaps to our Clients, tailored to specific needs and desired outcomes. Our efforts with Clients lead to extraordinary gains, whether through greater automation, improved workflow, smarter systems integration, better information access, unified reporting or quality assurance programs. By uncovering waste, or new opportunities to generate more revenue to offset operational costs, we drive value to both the top and bottom lines.

Solution Architecture

Eventus consulting Clients have access to solutions architects experienced in combining technologies, processes and people to solve small problems or large challenges. Our architects start with assessments, clearly define problem statements, make recommendations on how to solve those problems, then create final blueprints for strategic and systematic improvements. These architectures lead to better experiences for customers, and often dramatically streamlined ways to deliver, monitor and improve those experiences.

Program Management

Complex implementation requires discipline to result in successful outcomes. With experts trained by the Project Management Institute, Eventus follows a repeatable path of Initiating, Planning, Executing, Monitoring, and Closing programs to ensure the best possible outcomes. A Continuous Improvement project may need the Lean Six Sigma model of Define, Measure, Analyze, Improve, Control. A Training project may need the Instructional System Design model of Analyze, Design, Develop, Implement, Evaluate. We recognize how important it is to properly structure, initiate, and plan the work before setting a variety of actions in motion, while also organizing, motivating and encouraging cross-functional teams to work in harmony to create and complete programs.

Check Out Our Knowledge Management Paper

Knowledge Management (KM) is the discipline of capturing, developing, sharing, and effectively using organizational knowledge. In the Customer Engagement world, KM is used two primary ways: to drive customer self service capabilities such as customer portals, IVRs and virtual agents; and to make agents more productive by giving them the information they need, when they need it, to close cases faster.

The Eventus strategic consulting team brings talent and experience to enterprises and organizations to lead or supplement Customer Experience initiatives.