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Create a seamless customer experience

Optimised customer
experiences for better results

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Does this sound familiar?

Lack of insights in the customer journey

You want a clear overview of who your customers are and what their journeys look like.

It’s hard to translate insights into CX-actions

You want to use the customer insights you collect, but don’t really know where to start or how to leverage them.

It's unclear what the impact on your organisation will be

You want to improve the customer experience and ensure that the necessary teams, processes and systems are identified for change.

A framework to create a
seamless customer experience

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Research shows that brands that can improve the customer journey see revenue increase as much as 10 to 15% while also lowering the cost to serve 15 to 20%. Customers are increasingly demanding consistent, frictionless, personalised, and memorable interactions, both online and offline.

However, many businesses struggle to deliver a seamless customer experience. We developed a methodology to help them. It can be used on a product or service level, but also on a touchpoint level, for example to improve UX on a website.  

Create insights

Ideate & validate

Prepare the change

Make it happen

Create insights

In this phase we do customer research, dive into customer data and do behavioral analysis. This results in valuable, evidence-based customer insights and recommendations for improved customer-centricity.

Ideate & validate

To validate the concept, we organise ideation workshops with key stakeholders, create a prototype and do user testing to validate the desirability of the prototype. The result: a prioritised list of promising product or service ideas and a working prototype of a new concept with clear market value.

Prepare the change

We define the impact on the organisation together with internal stakeholders. We check both business viability and technical feasibility and create a roadmap for change. This gives you a realistic implementation plan, which helps to create a more receptive atmosphere for change.

Make it happen

The final phase is the implementation of the changes in your organisation’s operations. As an end-to-end partner, we help with innovation & design, but can also take the lead when it comes to the full implementation of processes & applications.

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Download our whitepaper
A CX-friendly government organisation: mission impossible?

Citizens are a ‘customer’ of public services whether they want to or not, so customer experience is not a top priority. VDAB is one of the first Belgian public service providers to acknowledge this AND do something about it. 

How we can help

To put our framework into practice, we have several hands-on methods and tools that we use in co-creation and that help  you take steps in creating a seamless customer experience together.

 

Interviews & Data Analysis

We gather all relevant information via quantitative and qualitative customer research, collecting and analysing customer data and conducting behavioral analysis. The results are evidence-based customer insights that transfer to actionable innovation ideas.

 

Maturity Report
The customer experience maturity report evaluates the level at which customer experience impacts key business decisions. The report gives you an overview of the depth and breadth of current customer experience processes and prioritises domains to improve.

Customer Journey Mapping

Our customer journey map is a visual storyline of every engagement a customer has with your brand, service, or product. The customer journey mapping helps us better understand processes, needs, and perceptions.

Workshops

We offer workshops for ideation, design, aligning business and IT and adapting to a customer experience mindset. These help transform your organisation to gain a bigger focus on customer experience. 

Prototyping

We help with service & UX design of a mock prototype, conduct user testing to validate the desirability of the prototype and then takes a critical look at the business and technical feasibility of the prototype.

Blueprints & Roadmaps

AE creates blueprints, service models, roadmaps and application or service landscapes that facilitate and document the journey towards an improved customer experience.

What’s in it for you?

Frameworks, plans, tools… they are nice to have, but in the end it’s the results that matter. So, what’s in it for you? What can your organisation expect?

Increased revenue & reduced costs

Improved customer experience results in an increase in revenue and a reduction of costs. The first due to a rise in returning and new customers, the latter through optimised business processes and organisational structure.

Improved customer satisfaction

The most important result is clear: improved customer satisfaction. And happy customers are loyal customers. And outspoken customers. When they experience good customer service, 80% of customers will recommend a company to others.

Happier and more engaged employees

Since customer experience is strongly linked with employee experience and employee engagement, an increase in customer experience will result in employees that are more satisfied, engaged and loyal.

What do our customers say?

You don’t have to take our word for it. Dive into the genuine stories of our clients, exploring the real-world hurdles they faced and the practical solutions we crafted together.

Customer Case VDAB

VDAB tasked AE with the mission to improve the overall customer experience. Our plan set out to improve VDAB's internal customer experience capability and further engrained service design methodologies in the core VDAB design processes, resulting in a 10% increase in customer satisfaction.

Why AE? What makes us different?

 

End-to-end

AE has a broad expertise and our employees can boast a large range of skillsets. It allows us to be an end-to-end partner, helping you with innovation, design and prototyping, as well as the full implementation of processes & applications. 

 

Improved customer & employee experience
We know that customer experiences frequently depend on interactions with your employees. Therefore, customer experience is strongly linked with employee experience. That’s why we never overlook this aspect in our efforts.

Depth & breadth 
Our in-depth expertise in customer experience can help us go beyond what others have to offer. We also have a breadth that might surprise you, as we take on offline customer experience projects as well.

Get in touch with our experts

 

Here to help!

Pieter Peremans
CX Expert
We look forward to discuss your project together.
Jorn Verleysen
Business Development Manager