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Ensure your brand, product, or service delivers the experience your customers truly expect.

A well-defined CX (Customer Experience) strategy acts as a roadmap, aligning your brand, marketing, products, and customer-facing teams around shared goals. By focusing on the customer journey at every touchpoint, organizations can reduce friction, enhance engagement, and deliver consistent value. This alignment not only strengthens customer loyalty but also drives sustainable growth and measurable business impact.

1- Diagnosis & Insights

Objective: Quickly identify opportunities to improve and differentiate the customer experience.

Customer Experience Audit: Evaluate journeys, touchpoints, and brand-to-customer alignment.
Customer journey mapping: Map the customer journey from acquisition to loyalty and visualize all interactions.
Customer Feedback Analysis: Collect feedback through surveys, interviews, focus groups, and verbatim analysis.
Pain Points & Moments of Truth: Identify pain points, highlight the most critical stages of the experience, and uncover opportunities for improvement.
Channel Evaluation: Assess how customers perceive your brand and experience it across all touchpoints digital, physical, call center, and social media—and measure performance at each interaction.

Results: A clear, data-driven view of the current experience, actionable recommendations based on solid insights, and a deeper understanding of customer expectations.

2- Customer Experience Strategy
Objective: Build a differentiating and high-performing CX strategy.

Defining a CX vision aligned with overall strategy: Ensure that CX supports business objectives – growth, retention, and differentiation.
Formulating a customer promise: Define what the company wants its customers to experience, beyond the product or service.
Designing the CX roadmap: Identify priorities and select the customer journeys or segments to transform first. Define key initiatives: digital projects, team training, process improvements, product innovation.
Governance and management: Establish a CX committee. Define CX KPIs: NPS, CSAT, CES, retention rate, customer lifetime value… Monitor and adjust by implementing a continuous improvement cycle based on customer feedback and data.

Results: A clear, differentiating strategy that places the customer at the center. An actionable roadmap to turn vision into action. Strong governance to ensure the sustainability of CX initiatives. The ability to measure and demonstrate the impact of CX on business performance.

3- Customer Culture

Objective: Make customer experience a value shared by all employees and transform the internal culture to sustainably put the customer at the center of decisions.

Awareness and training: Programs to develop CX skills. Collaborative workshops: CX mindset, empathy, customer listening.
Internal communication: Share the CX vision and promise at all levels of the organization.
Team engagement: Create rituals (sharing customer feedback, celebrating CX successes).
Coaching and transformation support.

Results: A customer-centric culture that lasts, where engaged teams consistently create meaningful experiences for every customer, every day.

4- Customer Performance

Objective: Measure and manage the impact of CX on business results.

Definition of CX KPIs: NPS, CSAT, CES, retention rate, customer lifetime value (CLV).
CX dashboards: Regular tracking of indicators to guide actions.
Feedback loops: Integrate customer feedback into continuous improvement.
Link to business performance: Demonstrate the correlation between CX and growth, retention, profitability.
Recognition and rewards: Highlight teams contributing to CX improvement.

Results: Measurable CX performance that guides investments and empowers a customer-centric organization to convert satisfaction into lasting competitive edge

Culture Client

Faire de l’expérience client une valeur partagée par l’ensemble des collaborateurs et transformer la culture interne pour ancrer durablement le client au centre des décisions.