CXW/Design


Design
experiences
customers love

As quickly as conversational AI, chat bots and machine learning have created a tsunami of new tools for increasing customer engagement, one fact doesn’t change: “The truth is, what makes a brand powerful is the emotional involvement of customers.” These words, by Ogilvy Chairman Emeritus Charlotte Beers, describe the core of what CXW/Design is all about. Leveraging our CX Workout software and AI-powered research tools, CX/Design can drastically reduce the time it takes to uncover the “moments that matter” through both digital and human intervention.

The truth is, what makes a brand powerful is the emotional involvement of customers.

Charlotte Beers,Chairman Emeritus, Ogilvy

Approach

CX Workout: Quantitative Focus Groups

Can you imagine having a conversation with 300 customers at the same time? Stop imagining—we do it all the time. Such is the power of CX Workout’s AI-powered Quantitative Focus Groups. Achieve quantitative insights from qualitative methods—in an hour or less!

Assessment

Where do you stand on delivering a truly branded customer experience? To find out, assign a value to each of the following five statements below. After you submit your responses, we'll show you your total score and recommend next steps

1.  Moments of Truth: We have a clear understanding of the Moments of Truth that truly matter in the experience to help us target customers, drive retention and advocacy, and increase spending.


Strongly
Disagree
Strongly
Agree

2.  Standards: Service standards that ensure we consistently exceed customer expectations at each Moment of Truth are defined, measured and proactively managed to ensure we never fall out of standard.


Strongly
Disagree
Strongly
Agree

3.  Behaviors: We have clearly defined the frontline employee behaviors required to consistently exceed customer expectations.


Strongly
Disagree
Strongly
Agree

4.  Digital: We embed digital experiences that add significant value to our target customers.


Strongly
Disagree
Strongly
Agree

5.  Data: We leverage structured and unstructured data generated by the experience to provide customers with greater personalization and value over time.


Strongly
Disagree
Strongly
Agree

CXW/Design Portfolio Examples