Craft A Revolutionary 360° Human-Centric focused Customer Experience

Activate an unparalleled customer experience across touchpoints, gain amplified intelligence on cognitive behaviors, and provision predictive consumer resolutions.

CUSTOMER EXPERIENCE CONSULTING

Innovative organizations understand great products stand out as a niche with delightful consumer experiences. Building differentiated CX design processes eliminates costs while yielding a loyal customer base, and content shareholders. Organizations that champion customer satisfaction and net promoter scores trigger superior shareholder returns. Organizations that embed customer-first culture, and deploy breakthrough CX design models stay relevant in the current competitive landscape, emerging as market leaders.

Businesses that bring only incremental changes year-on-year don’t create meaningful impact as the duration, strategy, and framework are out of bounds from the present market landscape–leading to a loss in customer base and profits to their peers. Leaders who have holistically approached customer experience with a suite of multidisciplinary enablers–technology, culture, deep analytics, and behavioral science have mastered the art of customer-centrism, lead market innovation, generate superior customer lifecycles, and future-proof competitiveness. Cognitute's customer experience consulting services help businesses holistically approach customer experience by deploying agile frameworks rooted in data intelligence, workforce empowerment, and automation to orchestrate unified customer engagement, enhance operational excellence, and accelerate business impact.

Cognitute’s Customer Experience Strategy Approach

Outcome-Assured Consulting 4.0 Engagement

Cognitute's CX program is a unique approach to strategy consulting that is anchored on the Build-Operate-Transfer (BOT) model. Unlike conventional advisory, Cognitute owns key outcomes and change risks, and tethers core business metrics to the commercial component of the contract to assure guaranteed outcomes and relief to stakeholders. This enables client functions to focus on strategic priorities while Cognitute's CX design consultants amplify strategic efforts. With this program, our CX consultants equip clients with the capabilities to assess and engineer market-disrupting CX strategies to win today and captivate marketplaces tomorrow, providing a cutting-edge approach to strategy consulting.

Reinvigorate End-to-End Customer Experience Chain

Organizations that synonymously innovate CX across all touchpoints of their portfolios front to back, gain a deep understanding of their customers, predict their emotional decisions, and influence organic customer actions. A clear, decisive customer journey mapping also improves efficiency and ownership across multifunctional teams. Cognitute customer experience specialists create a 360-degree customer experience strategy–one that is rooted in deep analytics, behavioral science, personalized journeys, and market trends, translating to intrinsically motivated customer actions.

Fostering Customer-Centric Culture

Theoretically, powering human-centered or customer-centric business seems challenging. However, in reality, 62% of companies who have invested heavy capital in customer experience transformation were only able to view a moderate increment in customer satisfaction between 4% to 6% YoY. Non-religious strategies, lack of stakeholders' buy-in, siloed multidisciplinary functions, and mere automation of processes using mundane cloud applications are some causes of setbacks. We lead the CX Transformation front-end–activate and nurture culture across the floor, synchronizing virtually every last mile of the workforce and own change barriers through the journey.

Leveraging AI and Data Intelligence In Customer Experience

To gain a 360-degree consistency and view of customers, our consultants draft a clear-cut blueprint of the current ecosystem and unify customer engagement across all touchpoints using cohesive technologies– This includes centralizing omnichannel experiences, thereafter deep behavioral science and machine intelligence-driven data ecosystems are integrated to derive rich insights– Utilized to predict the next best move and design the ideal strategy and framework in accordance with the broader strategic objectives. Furthermore, our consultants leverage cutting-edge technologies to optimize digital operations, streamline processes, and enhance customer experience across all touchpoints.

Niche Suite of Customer Experience Offerings

CUSTOMER EXPERIENCE TRANSFORMATION

In the current dynamically evolving business climate, customer's needs, and preferences are clouded by decisions–influenced by emotional brand connect more than ever before, deploying the right CX design strategy framework in digitally orchestrated competitive clutter propels organizations beyond the thriving mode to win customers love and lasting loyalty. Customer experience transformation is not a unipolar outcome, as it brings lasting value to operational excellence and helps organizations envision future market state and achieve breakthrough targets.

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Marketing Transformation Repeat Transactions StrategyCustomer Retention and Loyalty StrategyPersonalization Fueled By AIOmnichannel Digital ExperiencesAI and RPA Propelled Customer Service

CUSTOMER EXPERIENCE (CX) STRATEGY

Our cross-functional CX strategy consultants deploy experience engines, connecting end-to-end customer lifecycle stages to derive deep insights and research inferred practices best suited to deliver tangible shareholder value and customer excellence. Our customer experience consulting services are built upon agile and experiment-learn frameworks that are tightly tethered to a suite of tools, and analytical systems to track map barriers, monitor strategy performance, and predict the next best moves. By taking a religious approach, we help clients articulate the right objectives, achieve superior innovations, and deliver outcomes surpassing average industry benchmarks.

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Customer Experience Maturity Measurement Customer Acquisition & Onboarding ExperienceSMART Ecommerce & Shopping Experience Omni Channel StrategyContent and PersonalizationBrand Messaging Matrix

DIGITAL OMNICHANNEL EXPERIENCE

Companies that combine superlative customer journey, emerging technologies, and intelligent experience engine with test-and-learn approach unleash superior omnichannel experience. Digital experiences don’t just move customers, but render rich insights into customer metrics–net promoter score, brand advocacy, customer sentiments, and loyalty, which directly correlate with the organization's top-line growth. Partner with Cognitute’s cross-domain experience specialists to research and build differentiated customer experience, and maximize brand value with superlative experiential design thinking frameworks and flawless execution.

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Integrated Marketing & Engagement StrategiesUser Experience ResearchExperience Testing and Contextual ObservationalMobile and APP Experience

INTELLIGENT CUSTOMER EXCELLENCE CENTER

Traditional contact centers, customer service processes, and engagement models are now obsolete. Alongside Cognitute, intrigue customers and capture the market by fostering transformation across service, operations, and sales.
Through our digital marketing expertise, we enable clients to create and implement effective customer engagement strategies that take advantage of emerging technologies, RPA, and unified AI automation, and helps clients illuminate both root causes and evergreen solutions to unlock unparalleled customer experiences.

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Predictive Customer ResolutionsIntelligent Self-Service & Proactive SupportContact Center TransformationOmni Channel Engagement Hub