Customer Experience (CEX)

  • Advisory
  • Customer Experience (CEX)
Customer Experience (CEX)
  • Develop CEX framework
  • Map customer journeys & their internal & external stakeholders
  • Develop & implement service excellence framework
  • Customer complaints mgt. systems to ISO standards
  • Develop and implement Service standards & use Mystery shopping to evaluate and improve. 
  • Train people in CEX strategies, tools and techniques.
  • Mystery shopping
  • Develop strategies, policies, processes around CEX etc.
  • Develop service catalogues in line with international standards/ naming convention & Abu Dhabi Government guidelines
  • Design and deliver training programs and trained hundreds of professionals in service excellence, AD Govt. Customer services manuals, CEX
  • Deploy mystery shopping initiative & improve customer experience