Service Strategy
How can we help?
The world of customer service is transforming rapidly. Technological innovations, with AI as a game-changer, are fundamentally changing the way customers interact with companies. This is shifting customer expectations, as they become increasingly accustomed to contemporary, differentiated, and personalized service tailored to their individual contact needs. To avoid falling behind, organizations must transform their customer contact, and this presents them with complex strategic challenges, such as:
- What will my customer contact look like in 5 years, and what should I focus on now to prepare my organization for this?
- How do I achieve my objectives and maintain balance between conflicting objectives: cost, commerce, and customer value?
- How do I prevent unnecessary contact in live and face-to-face channels by improving service in my other channels?
- How do I effectively manage contact flows and where do I initiate contact, so that personal channels are used optimally to their full potential?
- How do I make choices among a large number of investment opportunities to be successful today and tomorrow?
We support organizations across departments to gain a handle on this transformation. We understand the complexity and distill it into clear insights to make the right choices – and then help achieve real results.
Our approach
Fact-based
We combine data and market knowledge to gain the right insights, which we can use to really improve services
Customer first
We prioritize customer needs and try to fulfill them in a way that has value for both the customer and the organization.
In connection
We always work in close connection with the organization and make maximum use of existing knowledge and expertise
Our propositions
Customer service strategy
We take a holistic view of customer contact, aligning organizations across silos and data-driven approaches to improve customer satisfaction and efficiency. We do this through strategy and execution to achieve concrete results.
Prevent live-contact & create value
Using (AI-generated) data insights to address specific use cases such as preventing unnecessary contact, increasing customer value, or improving customer experience, in order to achieve targeted, fast, and pragmatic improvements.
Technology & Artificial Intelligence
Combining business and technological knowledge to prioritize, test, and implement technology and AI, resulting in targeted, working AI applications across the value chain, such as automating call recordings, employee coaching, knowledge bots, voice routing, etc.
