Customer experience
strategy solutions

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WHAT WE DO

Evolving customer experiences

Evolving customer needs and expanding digital capability drive the design evolution of the customer experience. We start by identifying how well your processes, people and technologies meet customer expectations, define their ambitions and develop a customer experience strategy. The customer experience design transformation is supported through our training and development programs to ensure your organization delivers the customer’s ambition.

Our proven consultative approach builds successful strategies

Assess

Your situations, challenges and objectives are unique. In the first stage of our partnership, we explore your objectives, existing capabilities and strategic context. We then partner with you to create a bespoke, data-driven training, learning and strategy consulting framework that details our deliverables and how we will support your journey.

Assess

Your situations, challenges and objectives are unique. In the first stage of our partnership, we explore your objectives, existing capabilities and strategic context. We then partner with you to create a bespoke, data-driven training, learning and strategy consulting framework that details our deliverables and how we will support your journey.

Design

We work with you to design the plan, skills and training materials needed to deliver your target outcomes. Collaborating with your teams during this phase is essential so your people co-own and sign up to the resulting plan. When we know the precise resources, time and expertise needed, we create a detailed roadmap that we follow together for the duration of your organizational transformation.

Design

We work with you to design the plan, skills and training materials needed to deliver your target outcomes. Collaborating with your teams during this phase is essential so your people co-own and sign up to the resulting plan. When we know the precise resources, time and expertise needed, we create a detailed roadmap that we follow together for the duration of your organizational transformation.

Develop and incorporate

Now we move into the implementation stage, rolling out the plans and activities that will achieve your training and development objectives. Whatever we are creating together — from training your leaders to achieving vocational certifications — we will work with you to customize and implement it to emerging requirements.

Develop and incorporate

Now we move into the implementation stage, rolling out the plans and activities that will achieve your training and development objectives. Whatever we are creating together — from training your leaders to achieving vocational certifications — we will work with you to customize and implement it to emerging requirements.

Implement and deliver

Let’s be realistic. No training or consulting solution fully survives its first stages of implementation and delivery – the real world moves too fast. Your success depends on how well we planned for this change during stages 1 and 2, which we do. We then support the delivery of your plan.

Implement and deliver

Let’s be realistic. No training or consulting solution fully survives its first stages of implementation and delivery – the real world moves too fast. Your success depends on how well we planned for this change during stages 1 and 2, which we do. We then support the delivery of your plan.

Review and evaluate

We help you to monitor, review and evaluate results to understand your customized training and development program’s performance. Together, we make sure we understand what worked well, and less well, and embrace these lessons in the next cycle of planning and implementation.

Review and evaluate

We help you to monitor, review and evaluate results to understand your customized training and development program’s performance. Together, we make sure we understand what worked well, and less well, and embrace these lessons in the next cycle of planning and implementation.

Assessment

We start by carrying out a thorough assessment and audit to identify how well your people, processes and systems provide for customers and how well customer expectations are being met. We explore how you bring value to your customers through the experiences you provide.

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Audit methodology
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Gap analysis
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Customer journey mapping
Customer experience strategy

We create a roadmap of your customer journey, including every touchpoint with customers, and structure the design. We decide on the methodology, metrics and measurement frequency to ensure your organization gets the best outcome and can gain valuable insights from the results.

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Positioning
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Customer journey design
Services

We design a model for the delivery of the customer experience journey. This includes all your internal and external services. All services are mapped out and optimized in a way that works best for your customers.

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Delivery model
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Internal services
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External services
Operating model

We review your operating model. This includes your people and how they operate, your organization, the methods you take to engage customers, the technology that supports the customer experience and any shared services.

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People
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Organization
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Methods
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Structure
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Technology
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Shared services
Strategy execution

We execute customer experience improvement programs (core and support) and employee development programs to improve customer centricity. We explore employee development plans and automation options to see how and where execution can be improved.

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Project management
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Automation
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Manage customer service initiatives
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Training
Tracking

We evaluate the customer experience through data monitoring and performance management and determine how to analyze customer feedback and responses. We then decide on what steps can be taken to address and solve any customer challenges.

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Data monitoring
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Performance management
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Feedback
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Continuous response

OUR PARTNERS

Driving your organizational success
with our leading global partners

CGA

CASE STUDIES

Learn how each client’s customer experiences
are elevated with our strategy programs

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CASE STUDY

Leadership Development

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CASE STUDY

Customized Training solutions

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CASE STUDY

Customer Experience

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CASE STUDY

Women in Leadership

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INSIGHTS & EVENTS

Learn, be inspired and motivated by
original and innovative thought leadership

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Feature Blog
How Executive Coaching Can Improve Your Business

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Power Strategies for the Workplace
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The history of learning and development: From 1990 to present day
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Building powerful and meaningful strategies
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See more

CONTACT US

Learn how our customer strategy expertise

can positively transform your end-user experiences



We’re here to find your challenges and turn them into opportunities. Learn how we help steer your organization into the future


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FAQ's

How can we help you

Customer experience is crucial because it directly impacts customer satisfaction, loyalty and business success. A customer’s expectations should be met during every interaction they have with your organization.

Our solutions assist organizations in building agility and responsiveness to changes in customer behavior. They help place customers at the heart of the organization's offering, improving satisfaction and loyalty.

The customer experience journey is the series of interactions and touchpoints that a customer goes through when engaging with an organization. It involves mapping out these interactions to understand the customer's experience and identify areas for improvement.

Customer journey mapping is the process of visually representing and understanding the different stages and touchpoints a customer encounters when interacting with an organization. It helps to identify pain points and opportunities to enhance the customer’s experience.

Organizational process redesign reevaluates and optimizes internal processes to align with customer needs and expectations. By streamlining and improving processes, organizations can enhance the customer experience and deliver greater customer centricity.

Customer heartbeats refer to the key moments or touchpoints that significantly impact the customer's perception of the organization. Identifying and prioritizing these heartbeats allows organizations to focus their efforts on delivering exceptional experiences at critical moments.

KGC provides training and development programs to ensure your leaders and workforce are equipped with the skills to deliver the desired customer experience. This helps to bridge any gaps.
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