CX Consulting
Enhance and transform your customer relationships with our CX Consulting Services. Leverage our expertise, tools and in-house frameworks to improve interactions, increase engagement and enable a customer-focused culture.
Gain a competitive advantage
Reduce bottlenecks, pain points and inefficiencies while enabling personalized experiences by leveraging our in-depth analysis to optimize your customer touchpoints.
Improve customer experience
Deliver seamless experiences that foster increased satisfaction, loyalty and advocacy among your customers.
Enhance efficiency and reduce costs
Minimize unnecessary expenses while maximizing resource utilization by streamlining workflows, optimizing technology and improving employee engagement and productivity.
Working together to create unmatched customer experiences
We leverage leadership, teamwork and technology to solve problems and drive business process excellence, ensuring a customer-centric journey every step of the way.
Flexible engagements
Our services are tailored to fit your brand's size, processes and facilities. You're in control of our level of involvement, whether it's receiving recommendations or opting for full implementation.
Lean Six Sigma
Our Lean Six Sigma trained leaders prioritize the right processes for desired outcomes. This means aligning with your goals, analyzing the customer journey and documenting current processes.
Ecosystem of innovation
We bring our entire digital customer experience toolkit to the table to identify innovation opportunities for your business, including AI, bots, cloud, mobile, big data solutions and more.
Proven methodology and proprietary frameworks
Our consulting approach is disciplined and rigorously simple, enabling us to guide your business transformation from initial consultation all the way to frontline implementation.
Data-driven approach
Backed by data and analytics, our approach leverages customer feedback, market research and performance metrics to gain actionable insights that inform our strategies and recommendations.
Diagnostics and ideation workshops
Using customer-focused design thinking, we facilitate working sessions that empower teams to develop fast and innovative solutions for technology, process or customer/employee workflows.
End-to-end CX consulting engagements
From process documentation to business transformation, we help you identify and resolve pain points, streamline processes and implement innovative solutions that drive customer satisfaction and loyalty.
Digital Maturity Benchmarking & Roadmapping
Using our CX maturity model, you’ll get a clear understanding of your current digital capabilities and gaps. From there, we help use that knowledge to build a practical roadmap, complete with target metrics and analytics support to measure system improvement.
Customer Journey Mapping & CX Strategy Development
Map every touchpoint in the customer journey to find moments of friction and opportunities to win loyalty. We help you rapidly turn insights into action with a CX strategy built to meet customer needs in the most critical moments, so you deliver the right experience at the right time and place.
Digital Transformation & Omnichannel Experience
Create seamless, consistent CX for all forms of customer engagement — your app, website, text, social media or other channel. Integrating digital technologies and unifying communication channels centralizes command over the customer journey, ensuring consistency and personalization at scale.
Tech & AI Opportunity Prioritization
Know where AI could deliver the most ROI to your CX, from sentiment analysis to cost optimization. You’ll gain a clear understanding of how to prioritize AI and technology initiatives for enhancing digital experiences, optimizing operations and driving overall business growth.
Customer Service Transformation
Turn your customer service into a strategic differentiator. We analyze customer interactions for data to inform your product roadmaps, helping you capitalize on insights for enhancing customer experience, reducing costs and improving service delivery at scale.
Explore our success stories
Streamlining operations and advancing the digital transformation journey of a leading financial services brand
Uncover how we helped our client optimize its operations, enhance its CX and begin its digital transformation journey.
25%reduction of average handle time
49%call deflection rate
Maximizing profitability in telecom: leveraging customer insight for digital transformation excellence
Discover how TELUS Digital’s business process consulting experts helped a leading telecommunications company drive improvements in its customer service delivery and efficiency.
Streamlining operations and advancing the digital transformation journey of a leading financial services brand
Uncover how we helped our client optimize its operations, enhance its CX and begin its digital transformation journey.
25%reduction of average handle time
49%call deflection rate
Maximizing profitability in telecom: leveraging customer insight for digital transformation excellence
Discover how TELUS Digital’s business process consulting experts helped a leading telecommunications company drive improvements in its customer service delivery and efficiency.
TELUS Digital did a fantastic job to create relationships and build a collaborative foundation with our operational team. The methods and techniques utilized to uncover opportunities in a creative environment were over the top and the outcomes and findings show it. We are modernizing our call center one step at a time!Large, U.S.-based financial services corporationInsights
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Unleash your CX potential
Contact our team of strategists to see how we can help you deliver better business outcomes today.
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