Customer Experience Services

Overview

Customer needs are constantly changing due to market dynamics, digitization, and evolving consumer behavior. Today’s customer demands a seamless experience across all touchpoints of interaction, personalized offerings, and quick and exceptional customer service. This makes it increasingly difficult for companies to comprehend changing customer needs and solve their pain points in order to deliver a smooth experience and maintain customer loyalty.

Acuity’s team of CX experts helps identify areas of CX improvement by listening to Voice of the customer (VOC) through our range of research services. We help companies navigate through complex datasets of customer data and provide strategic insights that enable firms to better understand their customers and make informed decisions that ultimately lead to customer delight. With our sophisticated primary research services, advanced analytics, experience in business transformation, and industry knowledge, we help clients undergo a CX transformation to uplift customer sentiments.

We deliver customized solutions in niche domains and help clients with CX management. Acuity’s extensive line of CX support services help clients enhance customer satisfaction, increase customer lifetime value, and improve top-line as well as bottom-line performance.

Who we serve

Financial Institutions
Consulting firms
Corporate Entities
Market Research Agencies

Support We Offer

CX Strategy Formulation

Understanding the Industry
- CX KPI benchmarking
- Competitive intelligence
- Case Study Building
Understanding the Customer
- Persona Mapping
- Customer Journey Mapping
- Client Charter
CX Strategy Charter
- Customer Centric and Cross functional CX plan
- Align business goals with CX Initiatives
- Performance metric prioritization
- Digital channel prioritization

Voice of Customer (VOC) Solutions

Planning and Data Collection
- Survey/Questionnaire design
- Survey Programming
- Closed loop program planning
- Curation of invite list
- Planning and monitoring of client survey engagement process
- Gathering customer/ employee feedback via surveys, interviews, social media channels, feedback boxes, web reviews (Google, Trustpilot, Yelp, etc.), etc.
Data Analysis
- NPS & other key metric analysis
- Trend analysis
- Segment Analysis
- Statistical analysis
- Predictive analytics
- Analysis of operational performance against CX KPIs
- Response rate effectiveness study
- Sentiment and Verbatim analysis
- Social Media Monitoring
- Closed Loop Analysis
- Detractor analysis
- Custom deep dive studies
Reporting and Recommendations
- C-Suite / Executive reports
- Detailed customer insights report
- Survey performance whitepapers
- Custom Excel dashboards
- Interactive reporting using Power BI, Tableau
- Improvement areas and actionable insights
- Strategic recommendations

Implementation and Post-Implementation Support

Project Management
Mapping action plan to relevant department / owner
Redesigning customer journeys
Customer experience ROI assessment
CX Maturity assessment

Customer Testimonials

“

Both the business owner that was visiting the client and I had a very positive experience and result on the request. The data was easily laid out and understandable

Client Care Office

Global Head

“

Very High Quality with analysis and context provided. Excellent analysis and executive summary” - Senior Executive

Client Experience

SVP, Division Executive

“

Acuity team has done a great job for the (our) VOC team.

Global Marketing and Corporate Communications

Senior Director

How we are different

Strong domain expertise

Seasoned domain experts with a strong background in customer experience transformation, working in close coordination with C-level executives and business heads

Proactive and experienced teams

Highly experienced pool of resources available to undertake end to end CX services including CX program planning, market research services, analytics and actionable reporting, thereby enabling future strategy building