CXBrand

CXBrand is a specialised customer experience consultation firm that helps organisations to enhance their customers’ experience and enable them to delight their customers. Supported with our experienced team from all over the globe and by our unique methodology called CASPR, proprietary, we drive customer journey to delightfulness. Once we draw the journey, we work to identify the processes under every touch point and transform them to become customer centric processes. In addition to that, we put the necessary KPIs on each process, so it becomes easy on the organization to measure the performance and the impact on the customers. An example of what we do is optimizing customers’ experience with call center, we look on how the KPIs, such as FCR, AHT, SL … etc. are being measured, reported, and achieved. Then we provide solutions to enhance such KPIs. Retail could be another useful example as we focus on customer touching KPIs such as AWT & AST. We believe that organizations should go towards automation & empowerment, therefore the solutions we provide are based on such concepts. One of the most effective measurements we would like to introduce is VoC. If VoC got implemented correctly, then it will form a very powerful platform for organisations to enhance their customers’ experience.