Customer Experience Consulting That Drives Revenue and Retention

Our Customer Experience Consulting Services

We work on five fronts. Each one links to a dedicated service.

Customer Experience Strategy

We set the CX vision, the maturity baseline and the roadmap tied to revenue goals, starting with ICX Compass.

Customer Journey and Customer Insight

We map customer journeys and buyer personas so every team designs from the same customer view.

Voice of the Customer and Measurement

We set up voice of the customer programs, NPS, CSAT and CES and connect the results to the CRM.

Retention and Loyalty

We design loyalty and service models that reduce churn and grow share of wallet.

Experience and Service Design

We design services, interactions and digital experiences that are usable and accessible.

Customer Experience builds lasting relationships by providing meaningful and personalized experiences.

 

Benefits of Managing Customer Experience as a System

• Fewer customers lost. Churn drivers are found and fixed at the source.
• Higher conversion. Friction is removed from the steps where buyers drop.
• Lower cost to serve. Repetitive requests are solved once, or automated.
• One customer view. Sales, service and marketing work from the same CRM record.

Find out how your customer experience is today

Why customer experience matters. In its work with more than 900 companies on customer experience programs, McKinsey reports increases of 15 to 20 percent in sales conversion rates, declines of 20 to 50 percent in service costs and improvements of 10 to 20 percent in customer satisfaction.

Source, McKinsey (2020)

How We Deliver Customer Experience Transformation

Customer experience improves when strategy, processes, people and technology change together. That is why ICX Consulting works as one team from diagnosis to measured results, and why our work goes beyond implementing a platform to address how teams work, how decisions are made and how customers interact with the business.

ICX Compass is usually the entry point. Its five phases, Discovery, Profiling, Mapping, Analysis and Strategy, assess the maturity of the customer experience, show leadership where it loses revenue and close with a prioritized strategy, before any technology is chosen. The ICX Executive Blueprint maps the processes, systems, data, KPIs and OKRs that carry the experience. Execution follows with the ICX Process Transformation Framework, which redesigns the operation to remove friction, and the ICX Transformation Framework, which guides how technology is adopted inside the sales and service process.

When the diagnosis shows that the problem is also commercial, the ICX Sales Performance Scorecard evaluates sales performance and the PCR diagnostic connects pricing, costing and revenue management to profitability.

Technology makes these changes scalable. We select, implement and optimize the platforms that connect customer information and automate critical processes, aligning each tool with your operating model rather than bending the business to fit the tool. The goal is a customer experience that is managed as part of how the company operates, with clear owners, indicators and continuous improvement.

Assess the maturity level of your customer experience

The difference lies not in defining the strategy, but in having a model that allows it to be executed effectively.

When to Hire a Customer Experience Consultant

• Customers leave and nobody knows exactly why.
• Leads convert poorly after the first contact.
• Sales cycles stall between proposal and close.
• Service teams repeat the same answers every day.
• NPS is measured but nothing changes afterwards.
• Each channel tells the customer something different.
• The CRM holds data but not the journey.

Identify gaps in your customer experience

 If any of these issues exist, the customer experience is already affecting your results.