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| Choose Your Experience 
| Our Services 
| Our Solutions 
| The Value of CX 
| Our Expertise

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The evolution of competition and the transformation of consumer behaviour require companies to operate in markets with entirely different modalities and in very different contexts than in the past. The Customer Experience is now the main driver of differentiation, the guiding star for successful companies. With our support and consultancy, we help companies define the strategy to quickly realise and implement the best Voice of the Customer (VoC) and CX Management solution and program to deliver exceptional experiences.


CX Design and  
 Delivery  
 (R)Evolution  

CX Design and Delivery (R)Evolution
The evolution of competition and the transformation of consumer behaviour require companies to operate in markets with entirely different modalities and in very different contexts than in the past. The Customer Experience is now the main driver of differentiation, the guiding star for successful companies. With our support and consultancy, we help companies define the strategy to quickly realise and implement the best Voice of the Customer (VoC) and CX Management solution and program to deliver exceptional experiences.

We are customer Experience Experts

"We are Customer Experience Experts"

25+ anni die sperienza nella gestione dei processi di Customer Interaction e CX Management. 60+ implementazioni CX in EMEA. 350K+ ore dedicate alla gestione e ottimizzazione della CX. 100% implementation success rate.
I nostri clienti: 4 delle Top 5 Telco & Media. 3 delle Top 5 Energy. 2 delle Top 5 Bank. 3 delle Top 5 Insurance. 4 delle Top 10 Retail. 5 delle Top 10 Luxury.

We are customer Experience Experts

"We are Customer Experience Experts"

25+ years of experience in managing Customer Interaction processes and CX Management.
60+ CX implementations in EMEA.
350K+ hours dedicated to CX management and optimisation.
100% implementation success rate.

Our Customers: 
4 out of the Top 5 Telco & Media.
3 out of the Top 5 Energy.
2 out of the Top 5 Bank.
3 out of the Top 5 Insurance.
4 out of the Top 10 Retail.
5 delle Top 10 Luxury.

Choose Your Experience

If you want to transform the way you interact with customers and employees, we can help you deliver extraordinary experiences. The most successful companies have already adopted our services and innovative VoC and Operational CX Management solutions within their organisations.


Speak to one of our experts

Choose Your Experience

If you want to transform the way you interact with customers and employees, we can help you deliver extraordinary experiences. The most successful companies have already adopted our services and innovative VoC and Operational CX Management solutions within their organisations.


Speak to one of our experts

Customer Experience
 

There is only one way to increase your business ROI: the Customer Experience

Many organisations want to become more customer centric. If that is what you are aiming for, then you will be interested in discovering how and why improving your Operational Customer Experience Management (OCEM) capabilities can consistently deliver better experiences to your customers. And if you are looking for a partner with thorough expertise in defining and customising CX and VoC Management programs, you are definitely in the right place.

Learn more...



Digital Experience

The latest challenge for your business: the Digital Experience

Online customer management and the Digital Experience have never been more important for business survival. Exceptional customer experiences do not happen by themselves; they need to be designed. By using the best real-time analysis and measurement solutions focused on customer behaviour and customer journeys, we help you transform experiences on digital channels and apps by identifying and resolving issues. Understand, solve, achieve, measure, improve... transform. And stand out from the competition.

Learn more...



Contact Center Experience

How to enhance the Contact Center Experience: with CX and VoC Management programs

Contact Centers are the main hubs for gathering "voice of the customer" (VoC) insights. That is where we come in with design and optimisation, including process optimisation, using integrated VoC and CX Management solutions. We empower Contact Centers to handle real-time customer feedback post contact and analyse interactions, text, and speech through advanced AI solutions for Speech & Text Analytics. We help you move from unstructured data to insights... and from insights to action, in ways that make it possible to predict, demonstrate, and improve business outcomes, increasing your ROI.

Learn more...


Employee Experience

Employee Experience: The benefits of treating employees as customers to improve CX

Many companies are increasingly focused on the Customer Experience, but how many consider Employee Experience to enhance customer CX? Employees are responsible for the customer experience and have intimate knowledge of what works and what does not. Employee Experience is the new frontier for sustainable CX and business growth. On one hand, securing top talent ensures a competitive edge in performance, while on the other hand, Employee Satisfaction is one of the most influential factors in employee turnover, ensuring that talent stays with the company longer.

Learn more...

Customer Experience

There is only one way to increase your business ROI: the Customer Experience

Many organisations want to become more customer centric. If that is what you are aiming for, then you will be interested in discovering how and why improving your Operational Customer Experience Management (OCEM) capabilities can consistently deliver better experiences to your customers. And if you are looking for a partner with thorough expertise in defining and customising CX and VoC Management programs, you are definitely in the right place.

Learn more...

Digital Experience

The latest challenge for your business: the Digital Experience

Online customer management and the Digital Experience have never been more important for business survival. Exceptional customer experiences do not happen by themselves; they need to be designed. By using the best real-time analysis and measurement solutions focused on customer behaviour and customer journeys, we help you transform experiences on digital channels and apps by identifying and resolving issues. Understand, solve, achieve, measure, improve... transform. And stand out from the competition.

Learn more...

Contact Center Experience

How to enhance the Contact Center Experience: with CX and VoC Management programs

Contact Centers are the main hubs for gathering "voice of the customer" (VoC) insights. That is where we come in with design and optimisation, including process optimisation, using integrated VoC and CX Management solutions. We empower Contact Centers to handle real-time customer feedback post contact and analyse interactions, text, and speech through advanced AI solutions for Speech & Text Analytics. We help you move from unstructured data to insights... and from insights to action, in ways that make it possible to predict, demonstrate, and improve business outcomes, increasing your ROI.

Learn more...

Employee Experience

Employee Experience: The benefits of treating employees as customers to improve CX

Many companies are increasingly focused on the Customer Experience, but how many consider Employee Experience to enhance customer CX? Employees are responsible for the customer experience and have intimate knowledge of what works and what does not. Employee Experience is the new frontier for sustainable CX and business growth. On one hand, securing top talent ensures a competitive edge in performance, while on the other hand, Employee Satisfaction is one of the most influential factors in employee turnover, ensuring that talent stays with the company longer.

Learn more...

Excellent Customer "Experience" = exponential growth for your company.
Consulting and our services for an absolutely outstanding CX-EX and VoC Management program.

Eccellente "Experience" del cliente = crescita esponenziale per la tua azienda.

Customer Journey mapping

Mapping is the beginning of the journey to reimagine customer experiences at all touchpoints, as well as employee experiences, through innovative ecosystems and journeys that engage and drive outcomes throughout the organisation .

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​ CX e Voc Management

We implement innovative solutions with models and frameworks based on best practices and our expertise in CX Management. We provide both the technological setup and support for fine-tuning to optimise and improve CX outcomes.

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CX Assessment & Design

We help businesses evaluate, enhance, and manage listening systems and CX/VoC management solutions. We design the entire framework, from models to the necessary technologies, to meet customer needs in real time.

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Governance & AI-Analytics

If you don't measure the experience, you can't improve it. We leverage the best AI technology to acquire and translate data into real-time analysis and insights, enabling effective action plans for excellent service delivery and improved CX.

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EX - Employee Experience

Connecting customer and employee experience insights. Listening to employee feedback is one of the most valuable tools for engaging and motivating your people to improve CX and, ultimately, business outcomes.

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Digital Experience Analytics

Real-time understanding of digital experience is the ultimate challenge for all businesses. Our solutions allow you to analyse online customer behaviour, facilitate digital channel experiences, and improve conversion, loyalty, and sales.

Learn more...


Explore our Experience Program and
CX-EX and VoC Management solutions


We provide everything you need to successfully implement a CX and VoC Management program that continuously improves your Customer Experience. With our solutions, you can reduce customers’ churn, turn detractors into promoters and buyers, and create cross-sell and up-sell opportunities at the right moment, delivering a rapid and powerful return on investment.

Explore our Experience Program and
CX-EX and VoC Management solutions


We provide everything you need to successfully implement a CX and VoC Management program that continuously improves your Customer Experience. With our solutions, you can reduce customers’ churn, turn detractors into promoters and buyers, and create cross-sell and up-sell opportunities at the right moment, delivering a rapid and powerful return on investment.

Esplora il nostro Experience Program e le soluzioni di CX-EX e VoC Management


CX-EX One Single SaaS Platform
 
The world's best solutions for Customer Experience and Employee Experience management. Fully integrated modules to detect and capture, in real time, all signals and feedback from customers' B2C and B2B experiences throughout their journeys. With powerful artificial intelligence, you can analyse data, extract insights, identify patterns, anticipate needs, and predict behaviour to define "Close the Loop" actions and improve business outcomes. This way, the focus is entirely on making the best possible decisions, understanding every journey, and delivering personalised and memorable experiences.

Learn more...

​
The digital channel has become strategic

Digital-first strategy is the new objective for businesses, but identifying and resolving issues and providing timely solutions to online visitors is now the real challenge! The goal is to build a personalised relationship with digital users, improving their experience, operational efficiency, and reducing costs. That is why it is crucial to have tools that can collect, measure, and analyse customer experience in real time, to understand how and how much customers interact on the digital channel and improve Digital CX.

Learn more...



Real-time capture of every signal from all channels
 
Collect signals and feedback throughout the customer journey across all touchpoints: understanding customer needs and expectations is at the heart of Customer Experience. Combine and analyse all data on the experience, what is said and not said, with operational data from any channel: surveys, emails, website navigation, in-app mobile feedback, SMS and messaging channels, social media feedback and reviews, IVR systems, call, and chat transcriptions, and connected IoT devices.

Learn more...



AI – Analytics: Make your data work for you 

Use Artificial Intelligence and machine learning to analyse and predict data in real time, prioritise improvement actions, and seize opportunities. The solution helps transform large volumes of data on customer and employee journeys, generated from a multitude of channels, into an all-round view that drives action to improve experiences. Harness the power of AI and a wide range of real-time analytics and predictive analytics to understand the emotions and sentiments underlying customer interactions and behaviour.

Learn more...


Act, Learn & Transform
 
We help you create an action-oriented culture to prioritise the experience. Dynamic dashboards to share feedback, insights, and alerts with the right users within your organisation to act promptly in resolving issues and prioritise process improvement actions. We provide every employee with the right information to act, both through integrations with CRM tools, role-based reporting, or real-time coaching with action plans.

Learn more...



Contact Center CX & Quality Management 
 
OMEGA3C employs a methodological approach and best practices from leading international standards to manage CX and Quality Management processes. Our "Quality Model" allows you to leverage all interactions across all available channels. It is driven by AI technology with Speech & Text Analytics to personalise and automate agent evaluation, coaching, and training. The resulting Performance Management framework enables quick and effective decision-making, improving CX and reducing costs in Contact Center and Customer Service management.

Learn more...

CX-EX One Single SaaS Platform
 
The world's best solutions for Customer Experience and Employee Experience management. Fully integrated modules to detect and capture, in real time, all signals and feedback from customers' B2C and B2B experiences throughout their journeys. With powerful artificial intelligence, you can analyse data, extract insights, identify patterns, anticipate needs, and predict behaviour to define "Close the Loop" actions and improve business outcomes. This way, the focus is entirely on making the best possible decisions, understanding every journey, and delivering personalised and memorable experiences.

Learn more...

​The digital channel has become strategic

Digital-first strategy is the new objective for businesses, but identifying and resolving issues and providing timely solutions to online visitors is now the real challenge! The goal is to build a personalised relationship with digital users, improving their experience, operational efficiency, and reducing costs. That is why it is crucial to have tools that can collect, measure, and analyse customer experience in real time, to understand how and how much customers interact on the digital channel and improve Digital CX.

Learn more...

Real-time capture of every signal from all channels
 
Collect signals and feedback throughout the customer journey across all touchpoints: understanding customer needs and expectations is at the heart of Customer Experience. Combine and analyse all data on the experience, what is said and not said, with operational data from any channel: surveys, emails, website navigation, in-app mobile feedback, SMS and messaging channels, social media feedback and reviews, IVR systems, call, and chat transcriptions, and connected IoT devices.

Learn more...

AI - Analytics: Make your data work for you 

Use Artificial Intelligence and machine learning to analyse and predict data in real time, prioritise improvement actions, and seize opportunities. The solution helps transform large volumes of data on customer and employee journeys, generated from a multitude of channels, into an all-round view that drives action to improve experiences. Harness the power of AI and a wide range of real-time analytics and predictive analytics to understand the emotions and sentiments underlying customer interactions and behaviour.

Learn more...

Act, Learn & Transform
 
We help you create an action-oriented culture to prioritise the experience. Dynamic dashboards to share feedback, insights, and alerts with the right users within your organisation to act promptly in resolving issues and prioritise process improvement actions. We provide every employee with the right information to act, both through integrations with CRM tools, role-based reporting, or real-time coaching with action plans.

Learn more...

Contact Center CX & Quality Management 
 
OMEGA3C employs a methodological approach and best practices from leading international standards to manage CX and Quality Management processes. Our "Quality Model" allows you to leverage all interactions across all available channels. It is driven by AI technology with Speech & Text Analytics to personalise and automate agent evaluation, coaching, and training. The resulting Performance Management framework enables quick and effective decision-making, improving CX and reducing costs in Contact Center and Customer Service management.

Learn more...


How to leverage frameworks, playbooks, and best practices
to enhance CX, business value, and ROI​

We are an independent company recognised as one of the top service and solution providers in the field of Customer Experience. We excel in guiding businesses to deliver the best CX to their customers. The results include competitive differentiation, improved customer loyalty, new business opportunities, operational efficiency, cost reduction, excellent performance, and an enhanced Customer Experience.
We expedite your CX program's time-to-market with significant improvements.
We are an independent company recognised as one of the top service and solution providers in the field of Customer Experience. We excel in guiding businesses to deliver the best CX to their customers. The results include competitive differentiation, improved customer loyalty, new business opportunities, operational efficiency, cost reduction, excellent performance, and an enhanced Customer Experience. We expedite your CX program's time-to-market with significant improvements.

Come sfruttare framework, playbook e best practice per aumentare la CX, il valore aziendale e il ROI

​Customers and employees are more challenging to win over than ever. Enhancing CX helps retain and add greater value to each individual customer, fostering long-term loyalty. Successful companies, through CX Management programs, transform customers into brand advocates, positively impacting operational performance and business outcomes. Discover how enhancing CX can increase customer lifetime value (CLV).

Speak to one of our experts

​Companies that manage customer journeys with innovative VoC and CX Management programs achieve significantly better marketing and sales results compared to their competitors. Promoters are customers who not only express their willingness to recommend but actually follow through. Additionally, processes which are redundant or cause dissatisfaction can be quickly identified and eliminated, optimising resources to streamline and enhance customer relationship management.

Speak to one of our experts

​Improved employee experiences foster their engagement in CX and VoC Management processes. Collecting timely and real-time feedback and opinions from employees not only improves their work experiences but also enhances the customer experience. Happier employees lead to happier customers, positively impacting business results.

Speak to one of our experts

​Customers and employees are more challenging to win over than ever. Enhancing CX helps retain and add greater value to each individual customer, fostering long-term loyalty. Successful companies, through CX Management programs, transform customers into brand advocates, positively impacting operational performance and business outcomes. Discover how enhancing CX can increase customer lifetime value (CLV).

Speak to one of our experts

​Companies that manage customer journeys with innovative VoC and CX Management programs achieve significantly better marketing and sales results compared to their competitors. Promoters are customers who not only express their willingness to recommend but actually follow through. Additionally, processes which are redundant or cause dissatisfaction can be quickly identified and eliminated, optimising resources to streamline and enhance customer relationship management.

Speak to one of our experts

​Improved employee experiences foster their engagement in CX and VoC Management processes. Collecting timely and real-time feedback and opinions from employees not only improves their work experiences but also enhances the customer experience. Happier employees lead to happier customers, positively impacting business results.

Speak to one of our experts


Companies rely on us to enhance CX

Our consultancy work and professional service activities for CX improvement deliver a rapid and significant return on investment. Our approach to CX and VoC Management projects uses a rigorous process modelling methodology adhering to globally recognised and widely adopted standards and best practices such as OCEM, COPC-CX, Six Sigma, PCI, and ISO.
Our consultancy work and professional service activities for CX improvement deliver a rapid and significant return on investment. Our approach to CX and VoC Management projects uses a rigorous process modelling methodology adhering to globally recognised and widely adopted standards and best practices such as OCEM, COPC-CX, Six Sigma, PCI, and ISO.

Le aziende si affidano a noi per migliorare la CX

CX Assessment & Project Design

We evaluate the strategy, design, and performance of your current CX and VoC Management program to determine the best ToBe scenarios and optimisation and improvement opportunities. With our consultancy, we help you expand your CX program faster to provide exceptional experiences.

Learn more...


CX Transformation & Deploy

The process of innovating and defining the CX and VoC Management model also involves implementing new technologies. We transform your CX program with a targeted plan and the adoption of the best Operational CX Management and VoC Program technological solutions, along with AI-driven predictive analytics and "Close the Loop" capabilities. Our approach to CX programs encompasses strategy definition, technological setup, and operational support.

Learn more...


CX Enhancement & Improvement

Our support is guided by analytics and best practices for continuous CX improvement. We provide structured support and professional services to monitor and assist in managing the adopted solutions, performance, implementing new initiatives, and the technological setup for each program.

Learn more...




CX Assessment & Project Design

We evaluate the strategy, design, and performance of your current CX and VoC Management program to determine the best ToBe scenarios and optimisation and improvement opportunities. With our consultancy, we help you expand your CX program faster to provide exceptional experiences.

Learn more...

CX Transformation & Deploy

The process of innovating and defining the CX and VoC Management model also involves implementing new technologies. We transform your CX program with a targeted plan and the adoption of the best Operational CX Management and VoC Program technological solutions, along with AI-driven predictive analytics and "Close the Loop" capabilities. Our approach to CX programs encompasses strategy definition, technological setup, and operational support.

Learn more...

CX Enhancement & Improvement

Our support is guided by analytics and best practices for continuous CX improvement. We provide structured support and professional services to monitor and assist in managing the adopted solutions, performance, implementing new initiatives, and the technological setup for each program.

Learn more...


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OMEGA3C S.r.l.

Corso Magenta, 46 - 20123 Milano - Italia

 consulting@omega3c.com

 +39 (02) 9439.55.51

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