Design for the customer, not the limits of technology.
We believe loyalty is a trust you earn from your customers by first proving your loyalty to them. When you value customers for who they are, and not merely for what they can do for you, you earn their trust and loyalty in return.
We help you understand your customers’ needs through analysis of voice of the customer and design solutions to meet those needs.
Large retail bank unable to deliver the customer experiences their customers demand (high frequency of calls for help with simple repetitive tasks, lack of analytics/insights into call drivers, less efficient single channel for customer support). Verizon conducted Customer Experience Workshop focused on the Voice of the Customer (VoC), identifying top issues effecting customer base , listen & observed live calls and processes and provided recommended actions including: implementation of speech analytics to understand call drivers, launch chat support to automate simple, repetitive interactions via chat bot/automation and utilize journey analytics to analyze customer interaction data across silos, uncover and fix issues, enhance experience and drive desired behaviors (Improved first call resolution, increased efficiency of agents, reduced calls and shorter AHT).