Strategy is Execution
CX is Brand
Strategy is execution—true success comes from turning plans into action with flawless precision. Similarly, customer experience is your brand; it shapes how customers perceive and connect with you. Delivering exceptional CX builds trust, loyalty, and lasting impressions that define your brand's identity.
CX Strategy: Roadmap to Success
Today, 89% of brands compete on CX, up from 36% in 2010. Yet, while 80% think they excel, only 8% of customers agree. Most companies are still maturing in CX, as customers demand personalization, privacy, and unique experiences. Incidents like the Facebook defect and GDPR regulations highlight this need. At Virtuos, we enhance CX by leveraging Moments of Truth—key decision points—with the industry's most integrated solutions.
Get Your CX AuditedCX Aware
Our strategy consultants connect with leadership to understand CX challenges and pain points.
Understand the state
Our Analysts present the state of current CX levels and benchmarking against industry leaders.
CX Team & Governance
We understand the team structure, governance, and current CX ecosystem before conducting CX Audit.
Consolidate Voice of Customer
Direct feedback and retrieval — Customer Voice analytics
Go to Customer Voice
Direct VOC
Direct Voice of Customer includes survey/poll, a complaint from the customer, market research, forum/panel. This involves almost all direct channels.
Direct VOC
Direct Voice of Customer includes survey/poll, a complaint from the customer, market research, forum/panel. This involves almost all direct channels.
Direct VOC
Direct Voice of Customer includes survey/poll, a complaint from the customer, market research, forum/panel. This involves almost all direct channels.
Projects and Capabilities
Virtuos conducts CX Transformation projects following detailed CX Audits. We focus on process optimization, customer data unification, and CRM strategy development. Our solutions incorporate advanced technology from Rainbow Portfolio for enhanced Customer, Multi-Experience (MX) and Employee Experience (EX).
Cx Audit Program
We have five important categories of metrics for measuring Customer Experience (CX).
Go to CX AUDIT.COM
Employee Engagement
A better EX leads lower cost
Quality
Quality reduces defects and costs
Customer Satisfaction
First Call Resolution betters C-SAT
Loyalty
Upsell and cross sell opportunities
Advocacy
Higher margins and repeat business
Next Steps in CX Leader's Roadmap
CX leaders need to justify the business value of their Customer Experience (CX) investments and create a differentiation strategy seeking new, more durable forms of competitive advantage.
Customer Voice:
Collect feedback from clients (B2B) or customers (B2C) on sales, support execution, and C-SAT.
Design Thinking:
Conduct customer and competitive analysis and find the experiential quotient (XQ) of your offerings.
CX.Digital Maturity:
Diagnose and benchmark CX and Digital maturity levels and create a strategic plan for improvement.
Continuous Improvement:
Have a strategy, check against your promise. Create a program to improve Customer Experience continuously.
Strategic Resources For
CX Augmentation
C-Level leaders can engage with our CX specialists to audit and design CX Architecture; measure CX Maturity by benchmarking against competition, and continuously improve our CXDesk™ customer experience continuum services.
Customer Journey Maps
Connect business moments, and personas to boost customer experience outcomes across departments.
Fix The Urgent Issues
Identify high impact cracks in CX journey and aim for quick wins by fixing urgent and most critical issues.
Set The Expectations Right
There's no silver bullet to improve CX overnight. Set the realistic goals to create CX foundation first.
Hunt for new ideas
CX is like a fresh running water. Relentlessly you need new ideas to create better experiences.
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