Customer Experience Consulting

Not just good, but excellent UX

Fragmented customer journeys

Many businesses suffer from disjointed customer touchpoints, which can confuse and frustrate users. For instance, a leading e-commerce retailer faced challenges with its customer journey continuity, leading to cart abandonment rates soaring above industry averages. By mapping out the customer journey and identifying critical drop-off points, we implemented targeted interventions that streamlined the checkout process and significantly reduced abandonment rates.

Lack of personalization

In an era where personalization is key, generic experiences can push customers away. A technology firm struggling to engage its user base adopted our personalization strategies, leveraging user data to customize communications and offers. The result was a dramatic increase in user engagement and conversion rates, showcasing the power of tailored experiences.

Inefficient feedback loops

Without proper channels for customer feedback, businesses operate in the dark. A hospitality client of ours was facing declining guest satisfaction scores. By establishing a robust feedback system that integrated real-time guest input into service delivery processes, we enabled the hotel to make immediate improvements, elevating the guest experience and boosting satisfaction scores.

At Digitalist, we believe in a holistic approach to CX. By integrating customer insights, analytics, and cutting-edge technology, we redesign your customer journey to be as engaging, cohesive, and personalized as possible. For example, a financial services company leveraged our CX consulting to revamp its digital platforms, resulting in a 30% increase in customer engagement and a significant reduction in service-related calls.

Our strategy focuses on dismantling the barriers to a seamless customer experience, fostering an environment ripe for continuous improvement. We align technology, design, and strategy to create feedback-rich ecosystems that drive business growth.

Our seasoned designers will navigate you through the journey of designing and innovating services that surpass customer expectations. By deeply understanding customer needs, engaging your team and employing creative problem-solving strategies, we empower you to deliver services that are not only user-friendly but also uniquely tailored to your business.

A partnership in transformation

Effective CX transformation requires deep collaboration. Our engagement with a multinational retailer involved key stakeholders across the organization in a series of workshops and journey mapping exercises. This collaborative approach ensured buy-in at all levels, facilitating a smooth implementation of a new, customer-centric strategy.

Embarking on the CX enhancement journey

Transformation projects vary, typically ranging from 3-6 months. We integrate closely with your team, applying a mix of journey mapping, analytics, and customer feedback to develop tailored strategies. This method was instrumental for a healthcare client, where our work led to a 25% improvement in patient satisfaction and engagement within six months.