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| Our Approach 
| A Trusted Partner 
| Areas of Intervention​

We help companies manage the CX (R)Evolution.


The most successful companies have already adopted our Operational CX Management services within their organisations. To satisfy and retain customers, companies must evolve and improve service quality to offer the highest possible Customer Experience in an economic context that at the same time demands a reduction in operational costs. We implement CX and VoC Management solutions and programs with significant resource savings and a significant return on investment.

We help companies manage the CX (R)Evolution.


The most successful companies have already adopted our Operational CX Management services within their organisations. To satisfy and retain customers, companies must evolve and improve service quality to offer the highest possible Customer Experience in an economic context that at the same time demands a reduction in operational costs. We implement CX and VoC Management solutions and programs with significant resource savings and a significant return on investment.

A Trusted Partner to Improve Your CX
​
We are the authoritative reference point for all topics related to Customer Experience and Customer Service. Our consulting and solution provider offerings cover the entire framework of CX & VoC Management and Customer Interaction.
Un partner di fiducia per migliorare la tua CX
A Trusted Partner to Improve Your CX
​
We are the authoritative reference point for all topics related to Customer Experience and Customer Service. Our consulting and solution provider offerings cover the entire framework of CX & VoC Management and Customer Interaction.

Un partner di fiducia per migliorare la tua CX

We design and implement CX & VoC Management programs
We can help you evaluate, improve, and manage your current CX Management programs and VoC listening systems. We use implementation models based on best practices and our expertise from numerous CX and VoC Management projects. We offer end-to-end solutions to companies, from strategy to implementation, leveraging the best skills and innovative technologies available on the market.

Discover our Solutions

CX Assessment & Design
We conduct a comprehensive mapping of activities and challenges in the current management (AsIs) of CX. We help companies define the delivery model (ToBe) that is most consistent and suitable for achieving CX objectives to meet customer and employee expectations. Designing a successful experience means optimising all touchpoints so that customer perceptions and interactions are consistently measurable and continuously improve over time.

Speak to one of our experts

EX - Employee Experience
A good CX starts with a good EX!
No matter how "digital-first" your company becomes, it's the human element - your people - that drives CX success. Companies with more engaged (and happier!) employees outperform the competition in terms of profit, productivity, lower operating costs, and better brand reputation. In other words, happier employees generate better operating margins and deliver better customer experiences!

Learn more...

Governance & AI-Analytics
CX governance is the key to improving results. Systematically measuring and tracking customer experiences in real time to provide reliable performance predictions and understand the true business impact of CX programs. AI-driven predictive analytics allow you to analyse data, transform it into actionable insights, and quickly "close the loop" on processes to improve service delivery and customer relationships.

Learn more...

Customer Journey mapping
Customer journeys reveal what customers do and why. Mapping these journeys allows you to gain insights necessary to improve customer relationships quickly, efficiently, and effectively. Reimagining customer experiences through customer journeys that engage customers and guide the whole organisation's outcomes. The goal is to improve business performance through a better understanding of the customer.

Speak to one of our experts

Digital Experience Analytics
Exceptional digital experiences drive business results. To deliver consistent and personalised online experiences, it is however essential to collect, measure, and manage customer experience in real time, in order to understand and react instantly, improve conversion rates, sales, and customer loyalty. We help you monitor and build successful journeys across all your digital channels that perfectly adapt to their needs and your business needs, facilitating connection and encouraging repeat engagement.

Learn more... 

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.

 
 



We design and implement CX & VoC Management programs
We can help you evaluate, improve, and manage your current CX Management programs and VoC listening systems. We use implementation models based on best practices and our expertise from numerous CX and VoC Management projects. We offer end-to-end solutions to companies, from strategy to implementation, leveraging the best skills and innovative technologies available on the market.

Discover our Solutions


CX Assessment & Design
We conduct a comprehensive mapping of activities and challenges in the current management (AsIs) of CX. We help companies define the delivery model (ToBe) that is most consistent and suitable for achieving CX objectives to meet customer and employee expectations. Designing a successful experience means optimising all touchpoints so that customer perceptions and interactions are consistently measurable and continuously improve over time.

Speak to one of our experts


EX - Employee Experience
A good CX starts with a good EX! No matter how "digital-first" your company becomes, it's the human element - your people - that drives CX success. Companies with more engaged (and happier!) employees outperform the competition in terms of profit, productivity, lower operating costs, and better brand reputation. In other words, happier employees generate better operating margins and deliver better customer experiences!

Learn more...


Governance & AI-Analytics
CX governance is the key to improving results. Systematically measuring and tracking customer experiences in real time to provide reliable performance predictions and understand the true business impact of CX programs. AI-driven predictive analytics allow you to analyse data, transform it into actionable insights, and quickly "close the loop" on processes to improve service delivery and customer relationships.

Learn more...


Customer Journey mapping
Customer journeys reveal what customers do and why. Mapping these journeys allows you to gain insights necessary to improve customer relationships quickly, efficiently, and effectively. Reimagining customer experiences through customer journeys that engage customers and guide the whole organisation's outcomes. The goal is to improve business performance through a better understanding of the customer.

Speak to one of our experts


Digital Experience Analytics
Exceptional digital experiences drive business results. To deliver consistent and personalised online experiences, it is however essential to collect, measure, and manage customer experience in real time, in order to understand and react instantly, improve conversion rates, sales, and customer loyalty. We help you monitor and build successful journeys across all your digital channels that perfectly adapt to their needs and your business needs, facilitating connection and encouraging repeat engagement.

Learn more... 

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.

 
 


Areas of Intervention and Functionality in CX and VoC based on best practices

Areas of Intervention and Functionality in CX and VoC based on best practices

Le aree di interve​nto e funzionalità di CX e VoC basate sulle best practice

Designing the CX strategy
Design the best CX strategy to outline an operational plan for monitoring customer experiences with your brand, including your people, activities, systems, and resources.

Speak to one of our experts

Customer Journey
Understanding how customers feel and what they need; analysing how the organisation structures listens and interprets customer feedback across all customer journeys and touchpoints.


Speak to one of our experts

Design & Deploy 
Designing, innovating, and delivering experiences based on what people value most. People-centred design strengthens your connection with customers and employees.

Speak to one of our experts

Organisational Model
Creating an advanced governance model and guiding the management of CX and of the necessary resources, incorporating ways of thinking and working that enhance a customer-centric culture.


Speak to one of our experts

Culture and Engagement
Adapting the organisational structure to operate in the best interest of customers and develop a "Customer Centric" model. Aligning the company culture around the CX driver, ensuring widespread understanding and shared commitment across all employees.


Speak to one of our experts

CX Analytics
Governing what you measure, how you measure it, and what you do with what you learn. KPI measurement through AI should provide real-time insights into what works, what doesn't and why, and what can be improved within the organisation.

Explore our Solutions

Process Optimisation
One of the goals of a CX program is to optimise processes, identify and prioritise areas for improvement based on their impact on customers. Every organisation has a multitude of processes that either facilitate or hinder customer interactions with the company.

Speak to one of our experts

AI Technology 
Integrating the best technologies with predictive and prescriptive AI models to obtain the necessary insights and provide end-to-end systems for an optimal experience. Leveraging every piece of information to improve CX by automatically identifying those in need of attention to increase sales and reduce churn rates.

Explore our Solutions

Designing the CX strategy
Design the best CX strategy to outline an operational plan for monitoring customer experiences with your brand, including your people, activities, systems, and resources.

Speak to one of our experts

Customer Journey
Understanding how customers feel and what they need; analysing how the organisation structures listens and interprets customer feedback across all customer journeys and touchpoints.


Speak to one of our experts

Design & Deploy 
Designing, innovating, and delivering experiences based on what people value most. People-centred design strengthens your connection with customers and employees.

Speak to one of our experts

Organisational Model
Creating an advanced governance model and guiding the management of CX and of the necessary resources, incorporating ways of thinking and working that enhance a customer-centric culture.


Speak to one of our experts

Culture and Engagement
Adapting the organisational structure to operate in the best interest of customers and develop a "Customer Centric" model. Aligning the company culture around the CX driver, ensuring widespread understanding and shared commitment across all employees.


Speak to one of our experts

CX Analytics
Governing what you measure, how you measure it, and what you do with what you learn. KPI measurement through AI should provide real-time insights into what works, what doesn't and why, and what can be improved within the organisation.

Explore our Solutions

Process Optimisation
One of the goals of a CX program is to optimise processes, identify and prioritise areas for improvement based on their impact on customers. Every organisation has a multitude of processes that either facilitate or hinder customer interactions with the company.

Speak to one of our experts

AI Technology 
Integrating the best technologies with predictive and prescriptive AI models to obtain the necessary insights and provide end-to-end systems for an optimal experience. Leveraging every piece of information to improve CX by automatically identifying those in need of attention to increase sales and reduce churn rates.

Explore our Solutions
Read also: Digital Experience Analytics | Customer Service e Contact Center Experience | Employee Experience e VoE Management

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

Meet our TEX experts - CX Management Team of Experts and discover 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  
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