Vision & Strategy

Set your organisation’s compass on the client.

We’ll guide you through a process to establish the organisation’s CX aspirations, goals and success measures. Then support you to communicate this with your team to engage them in the journey and build a clear and shared view of what great CX looks like for your community.

Creating a strategy to help you get there is the next part of the process. Building a truly client-centric business has many facets. It often requires a reengineering of operating models, a challenge of organisational thinking and an ongoing commitment and focus from the leadership team and staff. The Mesh team works with you to build a CX strategy and roadmap for change based on your current capability and future CX aspirations.

You’re already on your way! Every organisation is at a different level of client experience maturity. Our CX Essentials (link to CX Essentials on “our tools’ page) assessment framework is a great tool to help you understand your strengths and gaps across the foundation elements of CX strategy.

Operations

Systems & process that put the client front and centre

In today’s dynamic and competitive landscape consumer needs and expectations evolve continuously.  Business sustainability requires a CX model that enables the prediction or real-time identification of shifts in client behaviour and supports rapid deployment of in-demand new or improved service solutions.

Great CX is achieved by having intuitive processes and systems in place to streamline how you listen, design and deliver to your clients. When implemented properly and fully meshed into your organisation CX offers a systemised way of ensuring clients are always at the centre of what you do.

We have a range of tools to help you establish the right operational foundation for CX success. Check out our assessment tools: CX Discover, CX Essentials and CX Aspire.

Culture & Capability

Empowerment + Knowledge drives great CX.

Creating an environment for sustainable CX change requires a cultural shift and uplift in skills and capability for most organisations. Mesh offers customised training programs designed to embed a CX culture and empower your team to drive CX innovation. Programs include:

• CX FUNDAMENTALS– ideal for kick starting the CX transformation process, CXF is a one-day training program suitable for staff at all levels.
• CX SERVICE– a range of programs designed specifically for those on the frontline and managers of service teams – Telephone Techniques; Negotiation; Understanding Customers; Conflict Resolution
• CX CULTURE– Customised programs which encourage your workforce to collaborate for better outcomes and embrace CX mindsets of empathy, curiosity, creativity and action.
• HUMAN-CENTERED DESIGN

• Introductory – One or Two-day HCD boot camps.
• Project based – Working together on your CX projects in a blended team environment, you learn the skills you need to lead future customer experience innovation and embed customer-centric practices into your operating model.

Research & Design

Co-create your business with those who matter most.

Building a deep understanding of your customers is crucial to developing a meaningful CX strategy. Our research programs provide rich insights into customer actions, opinions, needs and behaviours. Employing a range of techniques including think tanks, interviews, surveys and conversations, we dig deep to find out what motivates your audience and why.

 Through the phase we synthesise findings from the research process and use Human-Centered Design and agile approaches, to explore and develop new service/product and experience concepts. Ongoing customer engagement allows real-world testing of the ideas and an iterative model refines them until they absolutely hit the mark.

To see your CX projects become reality we work with you to create detailed designs, change models and implementation plans. We’ll oversee or mentor your team through the deployment phase, and once things are in place we check in again with your customers to evaluate the new world.