Our Customer Service Strategy & Design practice helps clients create business value by enabling stronger and more meaningful customer connections, shifting the focus of customer operations from cost-centered transactions to revenue-driving experiences.
Today’s customers have an ever-increasing variety of brands to choose from, and they expect nothing less than seamless, efficient, and hassle-free customer service. But delivering excellent customer service experiences is no longer enough to get ahead—you need to go above and beyond to stand out from the pack. Our Customer Service Strategy & Design team can help you reimagine the customer experience you deliver. We bring together our depth of experience in business strategy, experience design, and service technologies to help you transform your customer experiences, unlock efficiencies, and drive growth.
Transforming customer service experiences
By following a human-centric approach for service transformations, we help you create better service teams and stronger connections with your customers.
Experience-focused
We combine customer behavior insights and design-led innovation with our future-facing digital CX strategy to find bold solutions to complex service challenges. Knowing your customers is the first step to delivering elevated experiences.
Technology-powered
We amplify the impact of technology to drive digital transformation and improve the experiences of both customers and employees in service organizations. Our technology solutions are bolstered by our world-class alliance network.
Orchestration-led
Harmonizing customer experiences via channel orchestration is essential, as is creating streamlined and efficient processes for your service teams. Our technical foundations help us deliver efficient, omnichannel experiences that cater to your customers’ preferences.
What we do
Reimagine your experience. We design customer and representative experiences to help you reduce effort, enhance trust, and build customer loyalty.
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Balance cost and availability. We help you architect how customers will engage with you consistently across channels while managing the cost and quality of services offered.
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Optimize your experience. We help you reimagine and redesign processes and experiences to achieve higher efficiency, automation, and cost savings.
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Measure your effectiveness. We help you measure, track, and refine performance, applying insights from existing data and tools to achieve the desired outcomes.
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Re-engineer your workforce. We help you attract, recruit, train, and retain talent in an increasingly challenging environment.
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Deliver great customer service with transparent options
Take a customer-centered approach to field service
Reimagine the service experience with TrueServe™
