Customer Experience
As the world becomes a more globalized and commoditized space, products and services are a given, and the customers are in control of their relationship with the brand.
Customer experience, or customer centricity, rather, becomes the key source of competitive advantage.
A positive customer experience promotes loyalty, helps you retain customers, and encourages brand advocacy. This is why it’s so important to provide a remarkable experience and make them want to continue doing business with you.
No longer an option, it’s an imperative.
Delta Partners CX practice helps you figure out where to focus the efforts, then design great customer experiences, and arm you with the right capabilities and operating model to deliver them.
Our Customer Experience practice is rapidly expanding
TENS OF LEADING GLOBAL TMT PLAYERS
Served across various CX topics.
#1 US telco
supported across its CX transformation journey.
20+ experts
with multidisciplinary skills encompassing strategy, design, measurement, and culture.
Global coverage
through CX hubs in Dubai, New York and Singapore.
How are we different?
Our CX center of excellence supports clients across the entire Customer Experience Transformation Journey, from setting their strategic direction, to designing experience that matters, to creating the critical enablers required to make CX a core focus of the organization.
Synergies between CX and Analytics:
Traditional CX approaches lack actionability and link to value.
Analytics makes customer experience actionable, by providing a tool to navigate through CX and focus teams on initiatives that will create the most value for customers and for the business.
Unparalleled operational view
With a clear view of the key challenges in CX transformation (and the typical pitfalls), we provide a pragmatic approach in overcoming them. Vast knowledge of customer operations and proven experience in transforming them.
Farsighted view of what great CX look like
Strong North Star thesis augmented by best practices examples from Tech and other industries ahead of the CX curve (e.g., travel, financial services, retail).
Deep understanding of emotions and their role in driving decisions and creating long term differentiation / loyalty – hence driving CX virtuous cycle & business impact.
Our Product Portfolio
CX Maturity Assessment
Using our fact-based methodology, we assess the level of CX maturity of a company analyzing eight main building blocks encompassing both the CX delivered and the CX enablers within the company.
As the ultimate objective, we help companies understand where they stand on the CX maturity scale vs. best practice and define a concrete CX transformation plan.
North-star journey experience design
We support clients from conceptualizing through designing the ideal experiences for their customers, with an emphasis on the ‘wow’ moments that make it memorable.
We apply multiple methodologies from the design thinking toolkit to co-design and prioritize the initiatives into the client roadmap.
App Concept & Design
Using our proprietary methodologies and the best-of-breed technologies and tools, we support our clients in evolving and innovating their mobile strategy.
Our Experience Design team helps clients transition from concept designing to agile implementation, ensuring users’ involvement in the co-creation process and validating all outputs.
Holistic CX measurement capabilities set-up
We help clients build the capabilities to truly understand the experience delivered (customer centric operational KPIs) and the customer’s perception (structured and unstructured VoC feedback).
We establish the link between such metrics and financial performance to prioritize where to focus, and measure impact.
Customer-centric Culture Activation
We help our clients to commit to building a customer-centric organization and create a business model that revolves around customer-centricity.
This helps the organization achieve a positive and personalized experience for its customers and makes it easier for employees to provide better service.
Customer Care transformation
Understanding the relevance of customer care in the overall customer satisfaction equation, we have built a broad set of capabilities and proprietary methodologies to help clients build an omnichannel view of the customer care journey, optimize care resolution rates, and leverage AI to improve care operations. We have a farsighted yet concrete view of the care experience of the future should look like and we can help you get there.
Why invest in Customer Experience?
The benefits of investing in customer experience are proven. Companies that refocus on CX outperforms peers across all financial metrics: Revenue growth, EBITDA margin and Total shareholder return
Investing in customer experience is not a matter of why, but how to do it properly to ensure return on the investment.
Our experience shows a number of typical pitfall ranging from little-to-no commitment from senior leadership, weak CX talent and capabilities, lack of a boarder customer-centric culture, and missing link between CX and value generation.
Is your CX transformation plan addressing these issues head-on?
Meet our team
Part of the Customer Experience (CX) practice. 6+ years of experience in CX and service design.
20 years of experience mainly in the telecom, media and sports industry. Specializes in defining strategic plans and driving commercial transformations .
10+ years of Telecom Experience across North America, Europe, Africa, and the Middle East. Specialises in transformation projects and consumer marketing.