This client was faced with an inconsistent, non-customer-centric operational and customer interactions environment. The result was an overall lower level of customer satisfaction, an increased number of customer complaints and a reduced customer retention rate.
Solution: The EPIC resources worked with the client to conduct an assessment of key areas across processes, people, and technology, including Sales and Marketing, Customer Contact Centers, Web Portals and Strategic Decision Support areas. The final deliverable consisted of a comprehensive Customer Experience Roadmap and associated Business Plan, outlining specific quick wins and long-term actions to take to realize this objective of enhancing the customer experience.
Result: The client has implemented quick wins, process of implementing key longer-term strategic initiatives identified during the assessment.
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