ITB’s Customer Experience (CX) Practice Group works with organizations to enhance how they interact with customers, generating both higher revenues and customer satisfaction, while improving operational effectiveness and efficiency. We are an independent observer who looks at how you use your customer experience tools in relation to your strategy and execution. We see what you do not see, and we make your customer experience better. We know all the tools. Like you, we see buying trends shifting from just buying single products and services to buying multiple products and services all@once. We know the impact this has on your organization, and we demonstrate how to take advantage of this impact.
Our ITB CX leaders expertly steward the traditional customer experience tools:
+Customer Insights and Understanding
+Customer Journey Management
+CX Care, Strategy and Execution
+CX Design, Improvement, and Innovation
+Ethnography
+Metrics, Measurement, and ROI
+Net Promoter Score and Adjustments
+Organization Adoption and Accountability
+Thought Leadership
+Voice of Customer and Survey
Our ITB CX leaders leverage forward thinking and deliver advanced strategies:
+Digital Customer experience wrapped around personal touch
+Selling and delivering complete experiences all@once
+New logistics and marshaling strategies
+Ways to live real time with customers, customizing with earned trust
Our Clients: If you sell to consumers or businesses, we can add important perspectives to your customer experience. We make complete assessments and then recommend options for improvement and implementation. We can serve on your implementation teams – the buck stops here.
INDUSTRIES
- Professional Services
- Public Health
- Consumer
- Business to Business
- Business to Consumer
- Healthcare
- Industrial Products & Construction
- Technology & Telecommunications
- Training and Education
- Non-profit Organizations
Our team of customer experience experts provide extensive, real-world understanding, insights and solutions to help you mitigate risk, avoid pitfalls and gain a market edge.
SERVICES PROVIDED
- Assessments
- Improvement Engagements
- Stewardship and Auditing of Implementations
- Ongoing Assessments