Customer Experience Management (CXM)

Many organisations recognise that delivering a high quality Customer Experience provides a    competitive advantage. 

But many lack the skills needed to create a truly holistic customer-centric organisation built upon the needs of customers.

Blackwood86 can support at both a strategic and tactical implementation level to understand customers with insight, deliver an appropriate proposition and develop the culture and capabilities to deliver this.

The secrets to successful CXM Implementation

CHANNELS W

Insight

The foundations of CXM is to develop a deep understanding of the customer. We can deliver this through a range of qualitative and quantitative options

Proposition

We can help you develop customer led propositions and implement this effectively with processes and systems that deliver and monitor performance

Culture and Capabilities

Blackwood86 can assess your organisational culture and capabilities, ensuring these support your CX vision and strategy

The strategy around CXM that Blackwood86 developed has been invaluable to our business. By getting under the skin of what our customers needed it meant we could have confidence in how we developed our proposition and what service we offered customers
Customer Service lead
Large professional service business
Being independent Blackwood86 were able to tease out greater insight and more honest and useful feedback from our clients than had previously been obtained from our own customer surveys
Executive team member
Global FINANCIAL SERVICES business

Subscribe to our blog

If you would like us to let you know when a new article is published please enter your email address here.

© 2023 Blackwood86 Ltd