- Services
- Consulting and Design Services
Experience consulting
- Understand the entire customer journey, their needs, goals, and expectations
- From insight to action: drive changes & results
- Get a clear roadmap and step-by-step guide for managing Customer Experience
- Match customer needs with organization’s capabilities
Hycom services in the area of Experience Consulting
Customer Understanding and Journey Mapping
Customer needs and goals prioritized and printed on carefully designed map.
Goal setting workshop
Customer Journey Mapping
Customer goals & priorities
Experience Strategy
Based on the knowledge about customer needs and your organization capabilities you
can prioritize your actions.
Experience Maturity Assessment
Aligning customer goals & organization needs
Experience Management Roadmap
Experience Program Structuring
Handbook, which covers everything to effectively implement and manage customer experiences.
Experience Program Design
Implementation Plan
What you get from Customer Understanding
Customer Journey Map
Identify end-to-end journeys from the customer perspective
Get a solid foundation for choosing the most important micro-journeys for building the right solution
Connect allavailable data from research, interviews and company to get insights into customer intentions & behaviors
Customer Goals
Extracting customer goals as they were identified during analysis and mapping
Grouping the goals into convergent areas/themes for the purpose or prioritizing
Insight into the pure customer perspective in a structured and comprehensible manner
What you get from Experience Strategy
Experience Maturity Assessment
Understand how mature your organizationis in terms of managing Customer Experience (strategy, technology, KPIs, etc.)
Experience Management Roadmap
Build the roadmap based on customer goals and organization capabilities
Roadmap units show specific surveys, integrations, and business owners
Clearly see the roadblocks and dependencies
What you get from Experience Management Structuring
Program Design
We create a structure of surveys & messages covering key interactions, as well as recommendations for drivers, root causes in each case.
We provide you with the Governance Manual that consists of guides, structures, processes, and close-the-loop systems which will govern the Experience Management (XM) Program. It helps you align the entire organization under a common customer-centric XM Program.
We design dashboards and determine who, why, and how should have access to customer data.
Implementation Plan
Roles & Responsibilities - New roles within the organization required to run the XM Program
Ways of Working - How to kick-start & manage the XM program, how to build teams and groups for projects
Implementation & Communication Plan - How to launch the XM Program
Hycom helps companies meet the goals and overcome challenges in the area of Customer Understanding and Experience Management
Customer journeys are too complex, organizational siloes which makes it hard to align business decisions with customer needs
Understanding customer needs & expectations
Too many interactions and touchpoints to easily prioritize, not enough resources, silos – product- and channel-oriented organization
Understanding customer needs & expectations
Difficult-to-recognize "moments of truth" which impact satisfaction, unidentified key drivers of satisfaction
Increase NPS / Customer Satisfaction
Start successful digital project now
Rolf
Kappler
Head of Manufacturing and Distribution Sector
Maciej
Macias
Head of Energy & Utilities Sector
Let’s talk! Contact us or schedule a demo!
- Initial analysis of business processes in your company.
- Determining the optimal scope of implementation Prosperer functionalities.
- Initial cost estimation of potential implementation.
- Includes 1 Demo and FitGap Analysis