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Assess the landscape of customer interaction management based on an interplay between a plurality of parameters including customer experience, customer accessibility and capacity to deliver.
Analyze the gaps between current and ideal states using a construct which leverages cost, revenue and experience metrics. Most often this gap is equivalent to the gap between expectation and experience.
Arrive at a business design with a bill of improvement plan built through the top-down approach to deliver business expectations. Align technology with business for successful implementation of design.
Assist implementation of business and technology designs by removal of bottlenecks, competency augmentation, audit / calibrations, program management and training.