Customer experience (CX), arguably the differentiating element for most organizations in today’s ultra-competitive world, often remains an ill-defined series of interactions between the customer and the organization. Furthermore, parsing those interactions across the org chart results in fragmented customer journeys with poor handoffs between departments.
Accelare’s Purpose Driven Customer Experience (PDCX) leverages traditional CX design tools coupled with the concept of behavioral economics to develop a Choice Architecture that maps to the operating model vs. the org-chart to promote a mutually beneficial outcome to build CSat and NPC.
Accelare’s Digital Experience approach involves a hands-on, client-focused effort driven by an outside-in perspective. Here’s what the optimization service includes:
Combining behavioral economics and traditional customer experience design tools along with quantitative demographic and qualitative psychographic personas allow service providers such as health insurance, financial services, education and state governments to boost their CSAT and NPS. For example, using the digital experience concepts described earlier, Accelare was able to define a cusomter journey that reduced wait time as the Commonwealth of Massachusetts Registry of Motor Vehicles (RMV) simply triaging customer types into “Ready to Go” (e.g., prepared) and ”Customer Service” (e.g., unprepared) lines.
We leverage principles from behavioral economics to design customer journeys that subtly but effectively guide decision-making processes. By understanding how choices are presented and perceived, we can help you craft pathways that lead to better customer outcomes and increased satisfaction. Our choice architecture tools allow you to influence customer behavior positively in ways that are welcome and not intrusive.
Our service integrates advanced technologies to create seamless, adaptive experiences across multiple channels. Whether your customers interact via mobile, desktop, or in-person, our technology ensures a consistent and engaging experience. We can predict customer needs by utilizing AI and machine learning and personalize real-time interactions.
Documenting every touchpoint in the customer journey ensures consistency and effectiveness. Our service blueprint tools help you map the customer journey, identifying key interactions and potential pain points. This comprehensive documentation allows for better coordination across departments and ensures every team member aligns with the customer experience strategy.
Understanding your customers is the cornerstone of delivering exceptional experiences. Our experts help you develop detailed demographic and psychographic personas, enabling you to tailor your services to meet the unique needs of different customer segments. By capturing data on customer preferences, behaviors, and motivations, you can create more relevant and engaging experiences.
Before rolling out new initiatives, it’s crucial to test them thoroughly. Our end-to-end testing framework includes empathy mapping to ensure your customer journeys meet real-world demands. Simulating various scenarios allows us to identify potential issues and make necessary adjustments, providing smooth and satisfying customer experience.
Managing multiple projects that aim to improve customer experience can be challenging. Our portfolio management tools help you define and manage projects aligning with your customer experience goals. By prioritizing initiatives based on their potential impact, you can allocate resources more effectively and track progress in real-time.
At Accelare, we believe that understanding your current customer experience landscape is crucial to making impactful improvements. The first step in our optimization process is to take our free 4 minute assessment.
The CX Journey Assessment provides a comprehensive analysis of your existing customer interactions, identifying strengths and areas for improvement. This assessment forms the foundation of our tailored strategies to elevate your customer experience. Our team of experts works closely with you to implement these strategies, ensuring that every change is aligned with your business objectives.
Accelare’s Customer Experience Consulting combines innovative technology with deep expertise in behavioral economics to transform how you interact with your customers. We help you create purposeful, satisfying customer journeys that drive loyalty and growth by addressing process inefficiencies and leveraging data-driven insights.
Partner with Accelare to elevate your customer experience and achieve sustainable growth.
Take our 4-minute, 12 question disruption assessment
