Experience consulting

Hycom has a holistic approach to understanding customer behavior and managing experiences

Customer Understanding and Journey Mapping

Customer needs and goals prioritized and printed on carefully designed map.

Experience Strategy

Based on the knowledge about customer needs and your organization capabilities you
can prioritize your actions.

Experience Program Structuring

Handbook, which covers everything to effectively implement and manage customer experiences.

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

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

Customer Success Initiative

Before offering Experience Management, we wanted to lead by example and implemented Qualtrics Customer XM and Employee XM in Hycom

Utilizing Qualtrics CustomerXM to better understand B2B customer needs, improve relations, and drive service development
Meeting Feedback, Customer Pulse Survey, Project & Milestone Review – are just some examples of how we ask for feedback
98% of our Customers agree that the "Hycom team is supportive/attentive to my needs"