Set your organisation’s compass on the customer.
We’ll help you define your customer-focused future. We’ll guide you through a process to establish the organisation’s CX aspirations, goals and success measures. Then we’ll 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 customer-centric business has many facets. It can require 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.
Understand your starting point, competence and potential.
CX DISCOVER is an independent evaluation of your organisation’s ability to deliver an outstanding customer experience. Engaging with internal stakeholders across the business, we conduct an operational assessment of the six ‘Mesh Wheel’ focus areas. The program identifies gaps and process improvement opportunities and offers recommendations for building a responsive, adaptable and truly customer-centric organisation.
CX APPRAISE assesses an organisation’s current customer experiences through an investigation of their service channels and processes. Building on the concept of ‘secret shopper,’ CX Appraise is specifically designed for the service industry and organisations with complex service models.
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 CX ENGAGE 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 CX DESIGN phase we synthesise findings from the CX Engage 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.
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.