Consultancy Services

At the Customer Experience Foundation, we offer customised solutions for businesses of all sizes. Our team of experienced consultants is here to help you optimise your operations, increase efficiency, support you to develop your CX vision, and achieve your goals.

We deliver high impact and sustainable improvements, create value by building future capability, empower your business to improve your CX and Customer Contact, and optimise the operation to drive transformation and sustainable growth, enabling your organisation for success.

At CXFO, we understand that every business is unique, and we take a personalised approach to each project we undertake. Our team consists of industry experts in various sectors, including Retail, Financial Services, Travel, Leisure, Public Sector, Telco, Utilities and BPO. With our diverse skillset, we can provide comprehensive solutions that address all aspects of your customer delivery.

Our process begins with an in-depth analysis of your business, including your operations, strategic objectives, strengths, weaknesses, and voice of customer. This assessment allows us to identify areas for improvement and develop a strategy and delivery roadmap that is tailored to your specific needs.

One of our core values is transparency, which is why we keep you involved in every step of the process. We believe that effective communication is key to successful consulting, and we work closely with you to ensure that our solutions align with your vision and goals.

What do our consultancy services cover?

  • Operations and achieve your goals.
  • Our delivery team are professionals who specialise in helping organisations optimise their CX and Contact Centre operations. They work closely with you to improve your customer service and overall customer experience by providing expert advice and recommendations

Our Solutions Toolkit will vary depending on your needs, but may include:

  • Conducting a needs assessment: We will analyse the current operation to identify areas that need improvement. This assessment includes reviewing performance and KPI’s, customer feedback, people, and technology.
  • Developing a strategy: Once the needs assessment is completed, we will develop a strategy for improving your operation. This may involve strategies for improving service performance, reducing wait times, cost improvement, or increasing productivity.
  • Implementing new technology: Technology plays a critical role in contact centre operations and CX. We may recommend and help implement new technologies such as CCaaS, CRM, chatbots, or AI tools to enhance the customer experience, optimise performance, or reduce cost.
  • Training and coaching: We may provide training and coaching to the front line team and managers to help them improve their skills, manage customer interactions, improve team delivery, and manage change.
  • Measuring and analysing performance: We will monitor and analyse the performance of the contact centre to ensure that the strategy is effective. This may involve reviewing operational performance, customer feedback, and other performance metrics to identify areas that need further improvement.
  • Providing ongoing support: We may provide ongoing support where requested to ensure that your contact centre operation and CX delivery continues to perform at an optimal level. This may include conducting regular performance reviews, providing coaching and training, and making recommendations for further improvements.

We work closely with you to assess your needs, develop a strategy, and implement solutions to optimize your CX delivery and contact centre operation. By providing ongoing support and guidance, we help companies achieve their goals and improve their bottom line.

Top of At CXFO, we are committed to delivering results that exceed your expectations. We measure our success by your success, and we work tirelessly to help you achieve your goals. Contact us today to learn more about our services and how we can help you take your CX to the next level.