H. F.
Retail Stores
VP Customer Insights
Retail Stores
VP Customer Insights
Our Expertise.
Discover the journey
Our consultants bring you a CEM big picture.
CustVox does not sell standalone technology products; we offer a business solution to fully coach our customers in their Customer Experience Management journey.
Our executive consultants have led multiple companies CEM success. We orchestrate a combination of IT support and several years of expertise and know-how to put you in a position to achieve your business goals.
Our know-how
We help start your CEM journey
CustVox's main differentiator is that it offers more channels and CEM functionalities than any of its direct competitors. Once the client experiences the CustVox solution, the systems' ease-of-use, real time results and delivery of actionable customer insights will become an integral part of their everyday business processes. CustVox will help the company diagnose their customer experience process at every stage:
Customer attraction:
- Exploring and collecting feedback to identify target customers
- Focusing the business resources on target customer profiles and segments
- Developing and tailoring the brand's products, services and marketing tactics
- Promoting to get the right message to the customer, through the right channel
- Assessing the performance metrics of customer attraction
Customer interaction:
- Inform customers of the product or service attributes
- Customize products or services to individual needs
- Transact with the customer to accept or arrange for payment
- Deliver the product or service consistently and on time
- Support customers by resolving any questions or problems
Customer retention: CustVox will offer guidance on:
- Retaining customers, creating barriers for switching and creating an aura of exclusivity for the brand
- Establishing a relationship with customers through regular and meaningful interactions
- Expanding the customers' relationships through cross-selling and up-selling Introducing value innovation or market disruption
Introduce innovation in value or market disruption:
- By analyzing the behavior of consumers anticipating their future needs
With this support, we aim to position CustVox Management of Customer Experience at the heart of organizations, as a core competency.
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Our Approach
Minimal Client Effort, short Time-to-Market
As a first step, CustVox assesses the level of customer experience that is actually delivered by the organization, supported by its technological capabilities. This means:
- Minimal client effort, clients simply provide a spreadsheet of the customers they wish to analyze
- Short time to market: within 5 weeks, CustVox will deliver the necessary results and recommendations to help the client plan and execute the most appropriate CEM strategy according to its specific needs and features. The client is quickly able to obtain the necessary customer experience insights
- Cost effectiveness
In a second step, CustVox helps the company integrate the solution on different customer touch points. The CustVox solution is deployed at each point of contact identified as crucial. The software monitors automatically in real time the different interactions, providing the necessary knowledge.
As a final step, the CEM solution becomes part of the DNA of the organization, combining the experiences of customers with internal information and key performance indicators.
In this way, CustVox helps the organization develop its own customer intelligence strategy, defining the vision of the strategic roadmap, charting the major processes and rules of organizations, while measuring and controlling the means of performance indicators, including measures VOC (Voice of the Customer).
Not only for CustVox customers, evaluation can be used at any time to assess your current level of CEM maturity. Together, we will evaluate your business objectives and your opportunities, and we will work together with your team to create a roadmap that would harmonize the EMF specifically to suit your needs.