Once companies have understood the needs and spectations of the customers from an experiencial viewpoint, it is needed to start designing the strategy and actions which allow to transform the Customer Experience. Organizations need a CEM strategy to guide them in their relationship with their customers; a System of Management of Experience which orchestrates all initiatives in a cordinated way and innovations in the contact points which transform the current experience.
Through CEM Design, we define strategies, models and innovations which allow our customers to live a new distinguishing Experience.
To achieve this:
. We design relationship strategies with the customer, defining on what this relation should be based, responding to customer needs, business needs and market opportunities.
. We design Experience Management Systems, defining the necessary activities for Experience management in the company, roles and responsibilities and initiatives to achieve CEM objectives, from understanding the customer to the transformation, through measurement and innovation.
. We design interactions, redefining current contact points and creating new ones in order to achieve the Experience objectives, fulfilling and surpassing customers’ expectations