Customer Experience Lab : Providing Consultancy led Technological CX Solution
Providing exceptional customer experience is of one of the top most priorities of the businesses today. As we know, it encompasses the entirety of interactions a customer has with a company and its products. Several research studies confirm that providing consistent and enhanced customer experience across various platforms has become one of the major trends, which is stimulating the growth of businesses.However, Indian business landscape is yet to fully adopt Customer Experience (CX) as a clear cut strategy for growth, despite having a large portion of digital consumer. The reason for this is that typically businesses see the importance of CX only when they reach the phase of Dominance after solving the problems of Business Validation, Customer Acquisition phase and Scale. Also, when an enterprise is trying to solve customer experience problems, in part due to the lack of complete understanding, it approaches to address the problem through technology alone. They do not realize futility of expecting the right business outcome without filling up the functional gaps.
Acknowledging these problems, Customer Experience Lab came forward to offer its services. The company, seeing the gaps in the current business practices, started a design consultancy led technology integration and software Development Company.
Full Stack Consulting Firm
Talking about the existing problems in the industry, Sharat Chandra, Director of the company, says, “The enterprise CX Tech buy cycle involves a dozen odd tech platforms, and among 4-5 teams across the organization. And in spite of investing in the best of the Tech, it still needs integration and in most instances Custom development of software applications.”
In response to this, the company has developed itself as a full stack CX consulting firm and offers Design Consultancy, Technology Integration and Custom Application Development. The company primarily helps large format Brickn-Mortar Company to Digitize. It also helps digital businesses to operationalize customer journeys.
Design Thinking led Consulting Approach
Unique to the company’s offering is the Design Thinking led consulting approach. As it is important to first know the customer journeys before approaching to address the problem, Customer Experience Lab begins with a discovery of the present customer journeys. This is done by the company’s CX Advocates, who map the present journeys by discussing with key stakeholders in business, operations and through mystery shopping. Once the present journey is mapped, it is thoroughly analyzed looking for touch points vis-a-vis validation with existing reports and benchmarks leading to building a blueprint for a future ready CX infrastructure. The Design is then evaluated for a functional match with the business goals. Once confirmed, the CX advocates team-up with the customer IT & Operations to roll out the transformation in a phased manner.
“The enterprise CX Tech buy cycle involves a dozen odd tech platforms, and among 4-5 teams across the organization. And in spite of investing in the best of the Tech, it still needs integration and in most instances Custom development of software applications”
Design Thinking led Consulting Approach
Unique to the company’s offering is the Design Thinking led consulting approach. As it is important to first know the customer journeys before approaching to address the problem, Customer Experience Lab begins with a discovery of the present customer journeys. This is done by the company’s CX Advocates, who map the present journeys by discussing with key stakeholders in business, operations and through mystery shopping. Once the present journey is mapped, it is thoroughly analyzed looking for touch points vis-a-vis validation with existing reports and benchmarks leading to building a blueprint for a future ready CX infrastructure. The Design is then evaluated for a functional match with the business goals. Once confirmed, the CX advocates team-up with the customer IT & Operations to roll out the transformation in a phased manner.
