CX Transformation
Customer experience is the foundation of everything we do.
As deep practitioners with a long track record of proven success, we bring an array of techniques to any engagement: North Star alignment; continuous learning; current and future state experience blueprints; team integration; human-centered design; and investment guidance. See for yourself why the world’s most customer-obsessed companies partner with us to accelerate their business outcomes—and keep their customers coming back for more.
Client Results
Global Financial Services Firm Goes Journey Mapping
To develop a holistic, cross-discipline CX improvement plan, leadership decided a CX North Star engagement was the perfect place to start.
Manufacturer Unlocks the Power of Personalization with Adobe
Concentrix Catalyst designed and built a Fortune 500 manufacturer’s direct-to-customer content hub that leverages personalization with Adobe.
Global Coffee Company Redesigns Its Drive-Thru Customer Experience
We redesigned the drive-thru customer experience for global coffee company, starting with primary research and observations of customers.
Services
UNDERSTAND
After understanding your brand promise and desired business outcomes, we go deep into prospect, customer, market, and employee insights to understand your current state journeys.
DESIGN
Solutions are explored and assessed for feasibility. At this stage we may introduce prototype design and testing, support product and tech teams, and more as needed.
IMAGINE
Interviews, workshops, and deep-dive sessions help us co-create the vision of where you will go to drive loyalty, accelerate growth, and reduce costs, anchoring on CX and the capabilities needed to realize the vision.
BUILD
We break down approved designs and publish detailed functional specifications. Collaborative front-end, back-end, and measurement instrumentation efforts are iterated and completed, as well as quality assurance, user authorized testing, and deployment.
PRIORITIZE
We work with you to build and implement a framework for prioritizing key segments and journeys.
OPTIMIZE
We guide you in analyzing performance data, monitoring tests and personalization, and assessing and prioritizing actionable insights.
Featured Insights
Quick Wins Accelerate your Customer Experience Transformation
Today’s organizations are under pressure to keep up with the ever-changing needs of their customers.
New Healthcare Customer Experience
The New Healthcare Customer Experience frames patients’ tendencies towards care management and expectations of a new economy of providers.
Ten Guiding Principles for a Better Customer Experience
Here are 10 guiding customer experience principles that act as a foundation for Concentrix Catalyst’s customer experience (CX) practice.
