DISCOVERY
CMX can help clients to gather internal and external insights, understand customer needs, create personas, map existing journeys, and quantify opportunities that will optimise customer experience in the most profitable way. This exercise is important ground work for develping customer strategy, and the basis for future service design.
STRATEGY AND PLANNING
From supporting our clients to understand opportunities to working with you to develop a cohesive customer strategy, we know your ability to communicate the benefit is key. We will provide you with high quality assets that make understanding customer experience, why design is so important, and what commercial value focus in this area will bring, easy for your internal stakeholders to understand.
PROPOSITON DEVELOPMENT
CMX can work with you to get back to basics, and rethink how your brand/service promise can help you deliver tangible value at every touchpoint and stage of the customer journey. Building a toolkit, including a proposition wheel can help guide decision making later on and release boundless new energy for coming up with new ideas that deliver the greatest impact to your customers/users.
SERVICE AND EXPERIENCE DESIGN
With years of practice designing and delivering customer led services and experiences for FTSE 100 companies, and more recently start-ups and public sector organisations, CMX have an industry leading skillset that can be used to help organisations not only design new products and services, but also build roadmaps to deliver the capabilities required over time.
CUSTOMER SERVICE TRANSFOMATION
Similarly, having driven Customer Service Transformation in complex environments, CMX can provide a unique perspective from across sectors. For organisations looking for expertise to design, develop and deliver change, CMX can give you all the help you need on a freelance or consultancy basis.
TRAINING
In partnership with the Institute of Customer Management, CMX offer academically accredited training across all aspects of Customer Experience and Customer Service including Customer Journey Mapping, Service Design, CX Management and Loyalty. With award winning expertise, CMX also offer bespoke front-line training package development for clients across sector.