Capabilities

emperia’s client assignments, methodology and research cover four broad areas that support our focus on customer experience transformation.

Strategy

  • Customer experience strategy analysis and formulation
  • Integrated marketing and channel strategy
  • Partner and alliance strategy and performance improvement
  • Customer value proposition analysis and formulation
  • Performance management systems and measures

Customer Experience Management

  • Customer experience mapping applying Emperia’s Experience Value Chain Analysis (EVC) methodology
  • Experience design, development and implementation
  • Contact center customer experience performance improvement
  • Engagement programs: Customer, employee, partner
  • Customer experience learning and collaboration program design, development, execution

Design, Development and Implementation

  • Experience solution assessment and design
  • Rapid technology solution development and prototyping applying Emperia’s Learning Lab methodology
  • CeX solution strategy, design and implementation
  • Business and IT architecture
  • Organizational transformation and change integration

Research and Analytics

  • Experience measurement: Voice of the Customer, Partner, and Employee program development
  • B2B and B2C customer and market research
  • Benchmarking and best practices development
  • Competitive analysis

Contact us to set up a webinar or in-person briefing for your team on best practices in customer experience management. ideas@emperiallc.com