CX Strategy

Let your customer experience strategy be the cornerstone for sustainable competitive advantage

Customer experience strategy as competitive edge

Planning to clarify your customer experience strategy, customer strategy or holistic brand experience? Is your development plans over digital channels, marketing, sales and customer service functions just separate documents, used in silos? In solid customer experience strategy, the guidelines and priorities are derived from a common strategy, forming clear holistic and integrated plans to every channel and customer interaction development plan.

We help to make the customer experience a source of competitive advantage and to shape it into an understandable strategy. As part of the facilitated strategy work, we clarify the vision for customer experience, core service promises, customer segmentation, critical customer paths and encounters, customer management models, channels, as well as the necessary digital, operational and data capabilities. Together with our customers we create a transformation path, relevant KPIs and a development roadmap, to help implement the strategy efficiently and successfully.

Aleksi Kärkkäinen

Head of Advisory, Design & Innovation

Key benefits

Clarifying the CX strategy

A strategy might state an ambition to provide a premium level customer experience, but a good CX strategy should also define what that is, and how it differs from current and competitors experiences.

Customer centric target state

Truly impactful services are fully focused on the customers, their needs and behaviors. The CX target state should be based in what will provide superior value and differentiation to the customers.

Actionable path to reach the ambition

Strategy, vision and concept should not be only a visionary dream. Together with our customers we create a change path, define needed KPI's and the development roadmap, to deploy the strategy - fast!

Key capabilities

Customer Experience strategy process facilitation & ideation

We have the needed tools to lead the development of digital services through an overall concept and a commonly agreed roadmap. From formalizing a description of the target state to building the service concept based on As-Is state modeling, vision description, customer value promises, differentiation factors, customer journeys, service processes, earnings models, management metrics, digital capabilities and target architecture.

Customer engagement and service model design

We help our customers develop their interactions with end-users throughout the customer lifecycle. Growth ambitions and differentiation from the competition drives the need for more personalized services. The customer engagement and service model design aims to serve customer segments in a way were customer experience is optimized, add on sales activities are focused correctly and the "bulk" customer are served well and effectively.

Customer management model design

Customer experience is the core of business operations. But in order to be realized, the customer capital and new potential must be known and managed professionally. The customer management model specifies segments, groups and customer care and sales models based on the customer strategy. Customer analytics, customer value and profitability produces critical information to support resourcing, roles and organisation planning.

Online strategies and customer portal strategies

The main drivers for designing a customer portal are to improve customer experience, increase up-sell and cross-sell, increase customer engagement, and to allow sales persons to focus on more value adding advisory sales & support. We help our customers to create solid customer portal strategies, with 2-way self services that has real business impact.

Young man using bank card paying online using laptop

Customer service strategy and service operations design

We help our customers in holistic customer service strategy work. Covering all channels, connecting customer service operations into the big picture. Starting with a pre-study to model and evaluate the current state, identify challenges, possible improvement areas and develop a new customer service concept. Building on our extensive expertise, and making rapid benchmarking ensures that a holistic customer experience is seamlessly provided.

Customer interfacing work playbook

The customer interfacing work playbook is a digital, compact and inspiring tool for the everyday worklife of our customers, especially in sales, customer service and customer care operations. The playbook makes it easy to implement a customer strategy, with clear and visual instructions and tips. Save time and makes customer promises and experiences easier to deliver on.