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- CX grand design
CX grand design
We enhance corporate value by providing a better CX (customer experience).
We design and establish customer flow and communication that help realize a pleasant CX based on data and make improvements continuously.
By providing information that can be used for marketing, we contribute to the enhancement of corporate value.
What is CX grand design?
To respond to diversifying customer needs and behaviors, we are required to provide customer service that contributes to corporate earnings by correctly understanding the customer journey and providing a better CX at all times. The CX grand design is a concept that shows the vision we have developed and the ways to fulfill it to provide strategic contact centers not only in the traditional customer service field but also in other fields.
Background regarding the necessity of CX grand design and Topics
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End users
Changes in consumer behaviors
As the widespread use of smartphones has enabled constant access to the Internet, the processes from product recognition to purchasing have diversified.
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Client companies
Products becoming commodities
Even if we release new products or services, competitors copy them. Thus, product differentiation has become difficult.
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End users/ client companies
Advances in technologies
The advances in the big data and AI technologies have enabled companies to obtain more data and conduct analyses to understand customers more deeply.
Topics：As end users’ needs and behaviors have been diversifying, the challenge is to acquire more personalized insights.
Contact centers
It is necessary to correctly analyze and understand the entire customer journey and keep providing a better CX for end users at all times.
We contribute to the enhancement of client companies’ corporate value through CX design.
We analyze customers’ behaviors at every customer touchpoint by digitizing them and deepen our customer understanding. We create a new CX and added value for customers by understanding not only customer touchpoints but also questions, complaints, demands, etc. they have while experiencing our products and services on a data-driven basis.
How to create pleasant CX
While integrating operations (humans) and digital solutions and increasing the fields where customers do not need to make inquiries and the fields where customers can solve problems by themselves, we fully utilize emotional support only humans can provide and keep realizing pleasant communication.
Original method of realizing better CX
We have the original method of improving CX (customer experience) in our CX design. We visualize the channels used by customers, their behaviors, and emotions generated at that time using quantitative and qualitative data, understand the actual situations, and then identify the challenges. We solve challenges and improve CX while integrating operations (humans) and digital solutions.
Original method in Altius Link’s CX grand design
Thorough understanding of CX
We visualize CX in communication between companies and their customers. We actually track the communication flow and understand the points where customers stumble or feel comfortable.
Steps to realize better CX
We consider solutions in seven steps from understanding of the actual situation to crystallization of solutions. We identify the challenges in customer experience based on its actual situation and envision the value (benefits) to provide. In the last step, we consider solutions in more detail. As a company responsible for important customer touchpoints, Altius Link selects and suggests the most appropriate solutions to solve challenges and support clients in realizing better customer experience.
Process to enhance/improve CX based on customer understanding
We digitize the actual situation and customers’ opinions, such as questions, complaints, and demands they express at various customer touchpoints including contact centers and accumulate data. We analyze the accumulated data and find challenges to utilize them to optimize the operations at customer touchpoints and propose the improvement of product and service experiences to client companies.
Please feel free to contact us by telephone or using a form to request documents or explanations on our services.