Experience Understanding

  • Market best practices in and out of the industry
  • Customer needs research
  • CX Maturity assessment

As part of our CX Management Framework, We’ll make sure you have the foundation to approach the customer-centric transformation with the right intent, knowledge, and expectations to enjoy the maximum benefit. We will keep you up to date about the current CX state of your industry, conduct market research, and introduce you to the best CX practices implemented by leading global companies not only in your industry but also in other industries. After this, you'll be able to clearly see and define the role of customer experience (CX) within your organization.

Customers are your primary source of information as a CX professional. At ECC, we collect and share actionable insights about your customers while also providing you with a structured and consistent method for gaining a deep understanding of their needs, wants, and desires. ECC also assesses CX Capability and defines your organization's management approach. This typically entails a cross-functional workshop with senior leaders, as well as follow-up self-assessment questionnaires and depth interviews, and analysis. At the end of this process, you'll have a clear picture of where your organization stands in terms of customer experience and what gaps need to be filled.

Image by Laura Chouette