Euan has been managing high-level customer experience programmes and projects for 6+ years. He is highly experienced in communications technology with a focus in UCaaS and contact centre technology.
Gathering Project Requirements
To begin, we enter into the process of determining your project requirements and what needs to be created to achieve success. We also define the features and functions of the project - this ensures that the scope of work is mutually understood by both parties.
We run workshops with individual teams, as well as your customers, to identify their needs and constraints: what are they looking to change, why, what's failing, and what to improve.
Mapping Customer Journeys
We identify your customer user personas and user journeys to determine how their interactions differ from other customer groups. This helps us develop a service offering that targets your general audience, as well as specific ordinances.
Development and Testing
Using insights from the previous two phases, we start developing a solution with your customers in mind, conducting testing with teams and groups of individuals that represent your wider audience.
Results of this testing helps us identify weak points and continuously adapt and improve until the solution is ready to go live.
Implementation & Managing Change
As your new solution(s) are deployed, we get to work making sure all goes smoothly. We monitor operational changes to ensure that the solution is widely & successfully accepted across your organisation.
We'll also make sure it's delivered at the right pace for you & your customers, and manage change communications so those impacted have the support they need.
Feedback & Updates
After putting in the effort to finalise and implement your service, it's imperative to have continuous feedback, performance monitoring and adoption.
We will conduct frequent reviews to discuss how the solution is working for your teams and customers. This helps keep your service relevant and also improves customer engagement.