Customer Experience
Convert intuition into quantitative understanding of what matters to customers and turbocharge customer-led growth
Customer Experience
Convert intuition into quantitative understanding of what matters to customers and turbocharge customer-led growth
Customer Experience
Convert intuition into quantitative understanding of what matters to customers and turbocharge customer-led growth
You’ll be in good company
“xto10x changed my personal thought process on customer experience quite a bit. One of the key impacts was the process of analysing NPS quantitatively. A lot of organisations struggle with NPS and look at it in qualitative silos. This exercise puts us on the right track.”
Aveek Nandi
Head of product, Yulu
You’ll be in good company
“xto10x changed my personal thought process on customer experience quite a bit. One of the key impacts was the process of analysing NPS quantitatively. A lot of organisations struggle with NPS and look at it in qualitative silos. This exercise puts us on the right track.”
Aveek Nandi
Head of product, Yulu
You’ll be in good company
“xto10x changed my personal thought process on customer experience quite a bit. One of the key impacts was the process of analysing NPS quantitatively. A lot of organisations struggle with NPS and look at it in qualitative silos. This exercise puts us on the right track.”
Aveek Nandi
Head of product, Yulu
Our approach to customer experience
We build on the deep operating experience of our team at Flipkart, Cure.Fit, Ola etc. Our 5-step framework helps you identify areas for improvement, and we partner with you to build fundamental capabilities to create a "10x" customer experience.
Measurement
Map out the relevant touchpoints and measure the right things at each one
Attribution
Model impact of experience drivers on NPS & quantify the impact of NPS on business
Strategy & design
Make informed choices on what you want CX to stand for
Execution roadmap
Define the "whats" and "hows" of reactive & proactive improvement programs
Setup & culture
Align & energise the org behind CX
Our approach to customer experience
We build on the deep operating experience of our team at Flipkart, Cure.Fit, Ola etc. Our 5-step framework helps you identify areas for improvement, and we partner with you to build fundamental capabilities to create a "10x" customer experience.
Attribution
Model impact of experience drivers on NPS & quantify the impact of NPS on business
Execution roadmap
Define the "whats" and "hows" of reactive & proactive improvement programs
Measurement
Map out the relevant touchpoints and measure the right things at each one
Strategy & design
Make informed choices on what you want CX to stand for
Setup & culture
Align & energise the org behind CX
Our approach to customer experience
We build on the deep operating experience of our team at Flipkart, Cure.Fit, Ola etc. Our 5-step framework helps you identify areas for improvement, and we partner with you to build fundamental capabilities to create a "10x" customer experience.
Attribution
Model impact of experience drivers on NPS & quantify the impact of NPS on business
Execution roadmap
Define the "whats" and "hows" of reactive & proactive improvement programs
Measurement
Map out the relevant touchpoints and measure the right things at each one
Strategy & design
Make informed choices on what you want CX to stand for
Setup & culture
Align & energise the org behind CX
How we partner with you
Measure the experience
We help you arrive at what matters most to your customers and establish what to measure at which stage of the customer journey.
Attribution
Once measurement stabilises and data starts flowing in, we help your team uncover insights about what drives experience and what the business value of experience is.
Align and realise your org design
Discuss and benchmark your org design choices from the last step. Consider feedback from your leadership and HR teams to converge on your new org design plan.
Execution roadmap
Based on strategy & design, we then go on to define an improvement roadmap covering hygiene, differentiation and service recovery elements.
Setup & culture
Once the “how to” of customer experience has been established in the first four steps, the most important ingredients of success are creating the right org setup, embedding strong rituals and aligning the entire company behind them.
How we partner with you
Measure the experience
We help you arrive at what matters most to your customers and establish what to measure at which stage of the customer journey.
Attribution
Once measurement stabilises and data starts flowing in, we help your team uncover insights about what drives experience and what the business value of experience is.
Align and realise your org design
Discuss and benchmark your org design choices from the last step. Consider feedback from your leadership and HR teams to converge on your new org design plan.
Execution roadmap
Based on strategy & design, we then go on to define an improvement roadmap covering hygiene, differentiation and service recovery elements.
Setup & culture
Once the “how to” of customer experience has been established in the first four steps, the most important ingredients of success are creating the right org setup, embedding strong rituals and aligning the entire company behind them.
How we partner with you
Measure the experience
We help you arrive at what matters most to your customers and establish what to measure at which stage of the customer journey.
Attribution
Once measurement stabilises and data starts flowing in, we help your team uncover insights about what drives experience and what the business value of experience is.
Align and realise your org design
Discuss and benchmark your org design choices from the last step. Consider feedback from your leadership and HR teams to converge on your new org design plan.
Execution roadmap
Based on strategy & design, we then go on to define an improvement roadmap covering hygiene, differentiation and service recovery elements.
Setup & culture
Once the “how to” of customer experience has been established in the first four steps, the most important ingredients of success are creating the right org setup, embedding strong rituals and aligning the entire company behind them.