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                                      On this Page: Rely on our experts | Our Core Business | A Strategic Partnership | Designing Experiences  | Customer Experience Challenge I Choose your Experience

 On This Page: 
| Rely on our experts 
| Our Core Business 
| A Strategic Partnership 
| Designing Experiences 
| Customer Experience Challenge 
| Choose your Experience

We put customers at the center of your business.

We are the authoritative reference point for all matters related to Customer Experience, Customer Service, and Contact Center. Our Consulting and Solution Provider offerings cover the entire framework of CX & VoC Management and Customer Interaction, providing end-to-end solutions for companies, from strategy to implementation, by aggregating the best skills and innovative technologies available in the market.

We put customers at the center of your business.

We are the authoritative reference point for all matters related to Customer Experience, Customer Service, and Contact Center. Our Consulting and Solution Provider offerings cover the entire framework of CX & VoC Management and Customer Interaction, providing end-to-end solutions for companies, from strategy to implementation, by aggregating the best skills and innovative technologies available in the market.

CX Management is

our

"Core Bus​iness"

The most successful companies have already adopted
our Operational CX & VoC Management services within
their organisation.

ContactUs   Speak to one of our experts

CX Management is

our "Core Business"

The most successful companies have already adopted our Operational CX & VoC Management services within their organisation.

Speak to one of our experts

CX Management è il nostro core business

We are a "Consulting and Solution Provider" company specializing in CX and VoC Management projects and programs. We support companies with an end-to-end approach, from strategy to implementation of the best available solutions, based on the strategy and goals to be achieved.

Expertise

Over 350,000+ hours dedicated to the design, implementation, and management of CX programs. We have managed transformation programs, including international ones, with advanced CX and VoC Management models to improve operational performance and customer experience.

Experience
Methodology

Our approach is based on the most widely used international standards such as OCEM and COPC-CX, as well as SixSigma, PCI, and ISO. We apply a rigorous methodology of consulting, project management, and industry best practices to ensure the best Customer Experience.

Expertise

We are a "Consulting and Solution Provider" company specializing in CX and VoC Management projects and programs. We support companies with an end-to-end approach, from strategy to implementation of the best available solutions, based on the strategy and goals to be achieved.

Experience

Over 350,000+ hours dedicated to the design, implementation, and management of CX programs. We have managed transformation programs, including international ones, with advanced CX and VoC Management models to improve operational performance and customer experience.

Methodology

Our approach is based on the most widely used international standards such as OCEM and COPC-CX, as well as SixSigma, PCI, and ISO. We apply a rigorous methodology of consulting, project management, and industry best practices to ensure the best Customer Experience.

"We are Customer Experience Experts"

​Successful CX   
requires   
a strategic partnership   

IOur TEX Team - Technical Experts and Consultants - is         
capable of managing world-class CX programs with         
technical insights, expertise, and continuous innovation.        
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.


​Successful CX requires a strategic partnership   

Our TEX Team - Technical Experts and Consultants - is capable of managing world-class CX programs with technical insights, expertise, and continuous innovation.        

"We are Customer Experience Experts"

25+ years of experience in managing Customer Interaction and CX Management processes.
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 out of the Top 10 Luxury.

We design and improve
your customers' experiences

We design and improve your customers' experiences


We assess your CX and VoC Management program as a whole: from strategy to mapping the customer journey and the CX operational processes, to designing models and the technology required, with the aim of improving both the customer experience and the business outcomes. We conduct a thorough review, including CX metrics and KPIs, to design the ToBe scenario and implement a program that quickly enhances customer and employee experiences.
CX and VoC Strategy
 

We examine your CX and VoC strategy to determine its alignment with your company's mission, objectives, and involvement of your operational CX teams. We design ToBe scenarios for better Operational CX and VoC Management.


Customer Journey mapping


We map all touchpoints and available channels. We explore how customers interact with your company to determine the ease of accessing contact points, particularly in value-driven interactions such as purchase or feedback. 
Technology and Organisational Efficiency

We conduct a thorough verification of CX-related activities and processes to assess if your plan, processes, people, and technology meet the requirements for achieving customer experience management and improvement goals.
We develop the project by adopting the necessary technology to implement a successful CX and VoC Management program. Our TEX team - consisting of experienced consultants and technicians - provides all the necessary support: designing, implementing, and configuring the CX platform; ensuring integration with your systems; preparing customised dashboards for analysis with required reporting; organizing the internal information distribution hierarchy; configuring the "Close the Loop" process; providing post go-live support. Our approach follows the Agile 4D methodology: Discover, Define, Design, and Deploy.
Implementing the Best CX Solution


We execute omni-channel CX and VoC management projects by implementing innovative technological platforms that allow for capturing all signals, monitoring, and addressing root causes that negatively affect the customer experience.
Professional Services and Managed Service

Our rigorous project management methodology employs the best practices globally to define and execute the correct implementation setup of the platform, from survey design to the "Close the Loop" process, AI-guided analytics, and post go-live support.

Effective CX Governance


Real-time monitoring and analysis of customer feedback, along with all the related metadata, enable the development of an effective VoC listening system with constant control of CX activities for optimal governance. We use established models for managing and continuously improving CX programs.

Through our Professional Services, we collaborate with your CX team to expand the program after go-live, adding new touchpoints, functionalities, and all available innovations. Our experts assist in fine-tuning activities to optimise and improve performance and operational results. In addition to promoting platform usage within your organisation for a faster return on investment, we provide the necessary consultancy for data analysis, trends, and analytics to develop more accurate and predictive CX models.
Personnel Training


We provide a customised training path, through on-the-job training, enabling your CX team to design new surveys and feedback collection areas, create dashboards, navigate the analytics to identify intervention priorities, and measure results.
Continuous CX Improvement


Scheduled CX Review meetings and "Close the Loop" result sharing. The program involves sharing and involving various departments in identifying the best solutions for your customers in line with business objectives.
Maintenance Service Managed Service

We offer personalised service based on your needs to monitor the progress of each CX project, provide recommendations for new initiatives, and implement improvement processes in line with the evolution of your CX strategy and technological innovation.

Analytics in real time
per sfruttare tutte le esperienze

Accedi a dati impareggiabili sull'esperienza in real time!
L'AI valuta ogni esperienza dei clienti online per mostrare cosa sta succedendo sul sito e sulle app, analizza automaticamente ogni esperienza per identificare i problemi più urgenti che incidono sulla conversione e sull'engagement. Realizza in automatico una diagnosi rapida delle cause principali correlate e assegna delle priorità ai problemi relativi all'esperienza e ai session replay, scatena logiche di alert e di raccolta di feedback puntuali in modo tale da poter approfondire e visualizzare ciò che impedisce le conversioni.

Coinvolgi i tuoi dipendenti
con il close the loop

La combinazione di strumenti come il monitoraggio dei “customer journey” e la riproduzione della sessione con il feedback diretto dei visitatori, offre al tuo team una visione senza precedenti dell'esperienza digitale, aiutandoti a individuare rapidamente azioni correttive ove necessario. Promuovi l'azione in tutta l'organizzazione consentendo ai dipendenti di chiudere il processo di lavoro – “close the loop” - con tutto il contesto e le informazioni di cui hanno bisogno, utilizzando report e avvisi basati sul loro ruolo.

We assess your CX and VoC Management program as a whole: from strategy to mapping the customer journey and the CX operational processes, to designing models and the technology required, with the aim of improving both the customer experience and the business outcomes. We conduct a thorough review, including CX metrics and KPIs, to design the ToBe scenario and implement a program that quickly enhances customer and employee experiences.
CX and VoC Strategy
 
We examine your CX and VoC strategy to determine its alignment with your company's mission, objectives, and involvement of your operational CX teams. We design ToBe scenarios for better Operational CX and VoC Management.
Customer Journey mapping


We map all touchpoints and available channels. We explore how customers interact with your company to determine the ease of accessing contact points, particularly in value-driven interactions such as purchase or feedback. 
Technology and Organisational Efficiency

We conduct a thorough verification of CX-related activities and processes to assess if your plan, processes, people, and technology meet the requirements for achieving customer experience management and improvement goals.
We develop the project by adopting the necessary technology to implement a successful CX and VoC Management program. Our TEX team - consisting of experienced consultants and technicians - provides all the necessary support: designing, implementing, and configuring the CX platform; ensuring integration with your systems; preparing customised dashboards for analysis with required reporting; organizing the internal information distribution hierarchy; configuring the "Close the Loop" process; providing post go-live support. Our approach follows the Agile 4D methodology: Discover, Define, Design, and Deploy.
Implementing the Best CX Solution


We execute omni-channel CX and VoC management projects by implementing innovative technological platforms that allow for capturing all signals, monitoring, and addressing root causes that negatively affect the customer experience.
Professional Services and Managed Service

Our rigorous project management methodology employs the best practices globally to define and execute the correct implementation setup of the platform, from survey design to the "Close the Loop" process, AI-guided analytics, and post go-live support.
Effective CX Governance

Real-time monitoring and analysis of customer feedback, along with all the related metadata, enable the development of an effective VoC listening system with constant control of CX activities for optimal governance. We use established models for managing and continuously improving CX programs.
Through our Professional Services, we collaborate with your CX team to expand the program after go-live, adding new touchpoints, functionalities, and all available innovations. Our experts assist in fine-tuning activities to optimise and improve performance and operational results. In addition to promoting platform usage within your organisation for a faster return on investment, we provide the necessary consultancy for data analysis, trends, and analytics to develop more accurate and predictive CX models.
Personnel Training

We provide a customised training path, through on-the-job training, enabling your CX team to design new surveys and feedback collection areas, create dashboards, navigate the analytics to identify intervention priorities, and measure results.
Continuous CX Improvement

Scheduled CX Review meetings and "Close the Loop" result sharing. The program involves sharing and involving various departments in identifying the best solutions for your customers in line with business objectives.
Maintenance Service Managed Service

We offer personalised service based on your needs to monitor the progress of each CX project, provide recommendations for new initiatives, and implement improvement processes in line with the evolution of your CX strategy and technological innovation.

Analytics in real time
per sfruttare tutte le esperienze

Accedi a dati impareggiabili sull'esperienza in real time!
L'AI valuta ogni esperienza dei clienti online per mostrare cosa sta succedendo sul sito e sulle app, analizza automaticamente ogni esperienza per identificare i problemi più urgenti che incidono sulla conversione e sull'engagement. Realizza in automatico una diagnosi rapida delle cause principali correlate e assegna delle priorità ai problemi relativi all'esperienza e ai session replay, scatena logiche di alert e di raccolta di feedback puntuali in modo tale da poter approfondire e visualizzare ciò che impedisce le conversioni.

Coinvolgi i tuoi dipendenti
con il close the loop

La combinazione di strumenti come il monitoraggio dei “customer journey” e la riproduzione della sessione con il feedback diretto dei visitatori, offre al tuo team una visione senza precedenti dell'esperienza digitale, aiutandoti a individuare rapidamente azioni correttive ove necessario. Promuovi l'azione in tutta l'organizzazione consentendo ai dipendenti di chiudere il processo di lavoro – “close the loop” - con tutto il contesto e le informazioni di cui hanno bisogno, utilizzando report e avvisi basati sul loro ruolo.

                                                                              Explore Our Services: Customer Experience e VoC Management | Digital Experience Analytics | Customer Service e Contact Center Experience | Employee Experience e VoE Management
Explore Our Services: 
| Customer Experience e VoC Management 
| Digital Experience Analytics 
| Customer Service e Contact Center CX
| Employee Experience e VoE Management

Customer Experience Challenge

The adoption of a CX program is the #1 challenge for companies. It involves a transformation process that encompasses the culture and the entire corporate infrastructure with the goal of understanding customers, personalizing relationships, and improving CX. The uniqueness of our solutions, services, and methodologies, combined with our extensive experience, ensures the achievement of excellent performance at the lowest possible cost. Discover how we can assist you.

Customer Experience Challenge

The adoption of a CX program is the #1 challenge for companies. It involves a transformation process that encompasses the culture and the entire corporate infrastructure with the goal of understanding customers, personalizing relationships, and improving CX. The uniqueness of our solutions, services, and methodologies, combined with our extensive experience, ensures the achievement of excellent performance at the lowest possible cost. Discover how we can assist you.


Are you monitoring CX in real time?

In today's competitive scenario, the Customer Experience holds the highest priority for businesses. Capturing every signal along the customer's journey, understanding customer needs and expectations, gaining insight and analysis of their opinions and desires form the core of a CX and VoC management program. Combine and analyse experience data with operational data from any available channel and source: surveys, emails, website navigation, mobile in-app feedback, SMS and messaging channels, social media feedback and reviews, IVR systems, call and chat transcriptions, connected IoT devices, and CRM. Governing and managing CX in real time is the true challenge.

Explore Our Solutions



Are you managing CX with a fully integrated multichannel approach throughout the Customer Journey?

Understand how customers feel and what they need, listen to and interpret their feedback across all customer journeys and touchpoints. We help you monitor and build successful journeys by integrating all your interaction channels, including digital ones, into a single CX management platform for a clear and comprehensive view, that incorporates Digital CX as well. Gain detailed real-time insights into your customers' experiences while they navigate to deliver consistent and personalised online experiences that improve conversion, sales, and customer loyalty.

Explore Our Solutions



Are you analysing CX in real time to understand and predict impacts on processes and performances?

Access unparalleled real-time experience data! With the best AI and ML technology, we offer you the ability to understand data promptly, prioritise improvement actions, and seize opportunities. AI evaluates every customer experience to show what is happening, automatically analyses each experience to identify the most urgent issues impacting processes, conversion, and engagement, and assigns priorities to problems. It also provides each team with the information they need, when they need it, through customised reports and real-time alerts.

Explore Our Solutions


Can you inform and engage your employees to take real-time action on every individual issue?

We provide your team with an unprecedented view of the experience, helping you quickly identify corrective actions where necessary to drive action throughout the organisation, enabling employees to close the loop with all the context and information they need, using customised reports and role-based alerts. To reduce churn risk and deliver memorable experiences, decisions and actions must be taken at the right moment, not when it's already too late. This way, everyone within your organisation can collaborate to improve the customer experience and contribute to creating a customer-centric organisation.

Explore Our Solutions


Come migliorare l'esperienza del Contact Center: VoC and Measurement.

I contact center sono luoghi logici in cui raccogliere informazioni sulla voce del cliente (VoC). Molti contact center sono in grado di amministrare sondaggi sui clienti post-contatto che possono essere utilizzati per calcolare i punteggi di soddisfazione del cliente (CSAT, NPS, CES), tutti componenti importanti della voce del cliente (VoC ). Ma la vera miniera d'oro del feedback dei clienti viene dall'analisi del testo e del parlato.
Lavoriamo con i clienti per sviluppare catene del valore basate sulle metriche che ti aiutano a passare dai dati alle intuizioni... e dalle intuizioni all'azione, collegandosi al ROI in modi che consentono di prevedere, dimostrare e migliorare i risultati di business.
Per migliorare le esperienze e aumentare il ROI, è necessario misurare le cose nel modo giusto e agire su ciò che si impara.
È qui che entra in gioco la progettazione o l'ottimizzazione del sistema VoC e un programma per gestirlo.

Guarda il video...

Approfondisci alla pagina

Qui metterei un video tratto dalla sua raccolta [Pelligra] delle chicche sulla Customer experience... dobbiamo registrarlo. Un esempio...  Se ci riusciamo, bene, altrimenti una immagine da scegliere.

​ 
​ 


Are you monitoring CX in real time?

In today's competitive scenario, the Customer Experience holds the highest priority for businesses. Capturing every signal along the customer's journey, understanding customer needs and expectations, gaining insight and analysis of their opinions and desires form the core of a CX and VoC management program. Combine and analyse experience data with operational data from any available channel and source: surveys, emails, website navigation, mobile in-app feedback, SMS and messaging channels, social media feedback and reviews, IVR systems, call and chat transcriptions, connected IoT devices, and CRM. Governing and managing CX in real time is the true challenge.

Explore Our Solutions

Are you managing CX with a fully integrated multichannel approach throughout the Customer Journey?

Understand how customers feel and what they need, listen to and interpret their feedback across all customer journeys and touchpoints. We help you monitor and build successful journeys by integrating all your interaction channels, including digital ones, into a single CX management platform for a clear and comprehensive view, that incorporates Digital CX as well. Gain detailed real-time insights into your customers' experiences while they navigate to deliver consistent and personalised online experiences that improve conversion, sales, and customer loyalty.

Explore Our Solutions

Are you analysing CX in real time to understand and predict impacts on processes and performances?

Access unparalleled real-time experience data! With the best AI and ML technology, we offer you the ability to understand data promptly, prioritise improvement actions, and seize opportunities. AI evaluates every customer experience to show what is happening, automatically analyses each experience to identify the most urgent issues impacting processes, conversion, and engagement, and assigns priorities to problems. It also provides each team with the information they need, when they need it, through customised reports and real-time alerts.

Explore Our Solutions

Can you inform and engage your employees to take real-time action on every individual issue?

We provide your team with an unprecedented view of the experience, helping you quickly identify corrective actions where necessary to drive action throughout the organisation, enabling employees to close the loop with all the context and information they need, using customised reports and role-based alerts. To reduce churn risk and deliver memorable experiences, decisions and actions must be taken at the right moment, not when it's already too late. This way, everyone within your organisation can collaborate to improve the customer experience and contribute to creating a customer-centric organisation.

Explore Our Solutions

Come migliorare l'esperienza del Contact Center: VoC and Measurement.

I contact center sono luoghi logici in cui raccogliere informazioni sulla voce del cliente (VoC). Molti contact center sono in grado di amministrare sondaggi sui clienti post-contatto che possono essere utilizzati per calcolare i punteggi di soddisfazione del cliente (CSAT, NPS, CES), tutti componenti importanti della voce del cliente (VoC ). Ma la vera miniera d'oro del feedback dei clienti viene dall'analisi del testo e del parlato.
Lavoriamo con i clienti per sviluppare catene del valore basate sulle metriche che ti aiutano a passare dai dati alle intuizioni... e dalle intuizioni all'azione, collegandosi al ROI in modi che consentono di prevedere, dimostrare e migliorare i risultati di business.
Per migliorare le esperienze e aumentare il ROI, è necessario misurare le cose nel modo giusto e agire su ciò che si impara.
È qui che entra in gioco la progettazione o l'ottimizzazione del sistema VoC e un programma per gestirlo.

Guarda il video...

Approfondisci alla pagina

Qui metterei un video tratto dalla sua raccolta [Pelligra] delle chicche sulla Customer experience... dobbiamo registrarlo. Un esempio...  Se ci riusciamo, bene, altrimenti una immagine da scegliere.

​ 
​ 


Choose Your Experience

 
Explore Our Experience Program
With our solutions, customers can reduce churn, transform detractors into promoters and buyers, create cross-selling and up-selling opportunities at the right moment, and provide a rapid return on investment.

Speak to one of our experts
Scegli la tua Experience

Choose Your Experience

Explore Our Experience Program

With our solutions, customers can reduce churn, transform detractors into promoters and buyers, create cross-selling and up-selling opportunities at the right moment, and provide a rapid return on investment.

Speak to one of our experts
Choose Your Experience: Customer Experience | Digital Experience | Contact Center Experience | Employee Experience
Choose Your Experience: 
| Customer Experience 
| Digital Experience 
| Contact Center Experience 
| Employee Experience

We Work together
with you as
"ONE CX-TEAM"

Meet our TEX experts - CX Management Team of Experts and find out how we work with clients to achieve their goals, we are here to help.
We Work together with you as "ONE CX-TEAM"
Speak to one of our experts  
SOLUTIONS & CONSULTING

Our Consulting & Solutions Provider offer covers the entire framework of CX-EX & VoC Management and Customer Interaction.Consulting & Services
CX-EX e Voc-VoE Management Solutions
Contact Center Experience Solutions
Who We Are
ContactUs

We're here!
Discover how we can assist you.

In over 25 years of operation, we have successfully faced and resolved many challenges in managing Customer Experience.


Contact us. Call +39 02 94.39.5551 or fill out the form and tell us what you need: you will receive the answer you're looking for.

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Explore Experience

We are Customer Experience Experts
Customer Experience
Employee Experience
Digital Experience
Contac Center Experience​

Explore Services

TEX-Team of Experts
Customer Experience e VoC Management
Digital Experience Analytics
Customer Service e Contact Experience Center
Employee Experience e VoE Management

Explore Solutions

CX-EX OCEM Platform
Contact Center Solutions

About Us

Who We Are
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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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