## 8 out of 10 people believe customer experience needs to be improved across prices and fees, customer service, product capabilities, and ease of use. – 2022 Qualtrics Report, ["What your customers need you to know for the year ahead."](https://www.qualtrics.com/ebooks-guides/2022-cx-trends/) ## An empathy-led way of working We work with our clients to maximise investment in your existing CRM system or replace an old system with something modern. Our unique skill set is being able to bridge the gap between the people implementing the solution and the people who will have to use it. We do this by talking in non-technical language to end users and technical language to technical people, to help you get the best out of your choices. We do this as part of your team, so you won’t find us stepping back. Instead, we will roll up our sleeves and help you deliver. ### STEP ONE ### Take a step back We are technology experts, so we know how to get the best out of it. However, we don’t know your business, so our first job is getting to know you and your customers. Whether it is through journey mapping, engaging with user groups, or surveys, it is really important for us to begin with understanding you. ### STEP TWO ### Success comes in small steps We often work using an Agile methodology, with small increments leading to a bigger change. We like to show what we have built often. We also like to collaborate with end users, not only getting their feedback, but easing their journey so they can get used to a new way of doing things. ### STEP THREE ### Enabling experts on your team Our end goal is to make you the experts so you can be self-sufficient in your technology. We can work with you in a blended team so you can fully take ownership of your system. We can also train you or provide an ongoing managed service if that is what you would like. ## Improving user experience ### CHALLENGE A client had embedded Oracle B2C Service into their operation, using it to track interactions with customers and suppliers. The system was broadly doing what was required but there was scope to gain more value from the technology investment. What features would help to achieve this? ### SOLUTION We interrogated the system, asked lots of questions, and watched to see what users were doing. We identified pain points and inefficiencies. We then walked the client through our findings and together created a list of initiatives to improve the system. The list was ordered based on priority and then off to work we went! ### OUTCOME The client has realised more efficiencies from the product. Processes are simpler but still achieve the same outcome. The UX is better for both advisors and customers, both being fully accessible to WCAG2.1AA standards. The analytics capability and the dashboards provide the client with a snapshot of exactly what’s going on. .svg) ## Underlying technology A balance of technology and process change can be an optimal solution to increase user and customer satisfaction. ### Oracle B2C and B2B Service Unified service platforms with capabilities of self-service, agent-assisted service, knowledge, chat, workflows, reporting and more. Your customers’ journey, irrespective of whether they contacted you via email, telephony, chatbot, video or socials can all be viewed in one location and advisors can step in without repetition. ### Knowledge Management Take FAQs and give them a boost with Knowledge Management. Show customers the correct answer to their query at the right time with accessible answers 24/7. Provide agents with answers at their fingertips. Backed with full analytics and a feedback mechanism so you can monitor effectiveness. ### Customer Data Management Customer data comes into your organisation through multiple sources. Oracle Customer Data Master provides you with the means to create your Golden Record across enterprise resource planning, sales, service, and marketing. Accurate data creates trust, and trust creates sales. ### Oracle B2C and B2B Marketing Leverage Oracle's marketing products to provide an optimal experience to your customers and prospects. Leverage B2C and B2B marketing campaigns and marketing automation. Personalise your content and utilise real-time data-driven insights to drive sophisticated campaigns. ### Oracle Intelligent Advisor Intelligent Advisor allows the creation of intelligent online forms, publishable through different internal and external channels allowing both staff and customers access. Procedures are written to the tool using language that people can readily understand allowing your end-users to self-determine their outcomes before or at the point of contact. ### Oracle Digital Assistant Oracle Digital Assistant is a comprehensive chatbot platform for enterprise applications. It integrates with Oracle Service to intelligently respond to service requests, offer best next-step recommendations, and drive cost savings of up to 40% with help desk automation. (Source: Oracle.com) ## Build & deliver the best CX Is it time to take your customer experience to the next level? We can help. With an empathy-based approach, let's work together to shape a better, more delightful experience for you and your customers. ## OUR DIGITAL EXPERIENCE OFFERINGS ### Digital Experiences shaped around you #### Policy Experience Your policies always evolve, sometimes slowly, sometimes in giant leaps. Let us help you automate those changes in a simplified, auditable way. #### Employee Experience Empower your employees with intelligent self-service capabilities. Personalised information at their fingertips 24 hours a day. #### HR Experience Sometimes the employee experience doesn't take into account the roles of the HR team and their leaders, this is where we come in. #### Conversational Experience Give your enterprise technology a voice or a social profile to respond to queries anytime, anywhere, on any device. #### Relational Experience Go beyond CX with Relationship-Based Experiences. Design your digital experiences to make an emotional connection with your customers and employees.