Innovative CX Design that Truly Differentiates
In a business environment where Customer Experience has become the new battleground for business, a successful customer experience strategy starts with the creation of competitive, sustainable customer experiences, engagement and service programs. And they must remain flexible to reflect changing customer expectations, evolving technologies, increasing channels to manage, and opportunities to differentiate through intelligent and insightful interactions. Finally, our solutions go beyond the strategy to reflect how to successfully implement recommendations.
Business leaders across all industries are tasked with one consistent objective, increasing shareholder value. And beyond incremental improvement projects, true competitive differentiation requires a wholistic new way of operating to deliver step function levels of gain. To meet this need, the Eventus team creates strategy and recommendations that will put you in charge of your transformation journey. Whether that transformation includes the implementation of people, process or technology changes, Eventus has the experience to plan, orchestrate, implement and monitor success through the entire transformation.
A journey map is a visualization of the process that a customer goes through in order to accomplish a goal. Those goals could include buying a product, asking a service question or resolving a technical issue. In its most basic form, journey mapping starts by compiling a series of customer actions into a customer lifecycle analysis and into a timeline. Next, the timeline is fleshed out with customer thoughts and emotions in order to create a narrative. This narrative is condensed and polished, ultimately leading to a visualization. We then collaborate with our Clients to define improvements that lead to experiences that improve customer retention, repeat business, and positive customer referrals. In addition, we also provide implementation services to ensure that positive customer experience outcomes are realized.
Eventus utilizes a proprietary framework and scoring system established to allow organizations to assess their capabilities and operating maturity vs other best in class organizations. There are 6 major categories in total across people, process and technology with 48 specific areas for analysis including implementation advice and evidence needed for verification of achievement. Eventus consultants work with Clients to conduct a full audit of their platforms, productivity tools, processes and people and provide a read-out which helps guide choices on where to make changes, invest and improve operations and business outcomes. With gap analyses, benchmarking against industry best practices, and thorough investigations designed to help our Clients serve their customers better, Eventus offers tangible recommendations on everything from more efficient systems to more effective teams.
Whether our client’s goal is to boost profitability, obtain investment to update antiquated systems, or improve the customer experience, Eventus consultants have experience developing and delivering advanced financial models complete with robust scenario, what-if, and ROI analysis capabilities. We collaborate with our client’s team to understand unique business needs, develop custom financial models, and outline a plan to accomplish your goals. The tangible outcome of investment analysis provides business leaders with the support they need to green-light performance improvement projects.
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.