Digital customer experience
Insights that explore customer needs and business objectives for transformational digital customer experiences. Working with teams that use Agile and Service Design methodologies
Only when businesses truly understand their customers can they compete to win. Successful digital customer experience depends on analysis of the numerous points along the customer journey.
Working with clients that use Agile and Service Design methodologies we focus on user-experiences and engage with all stakeholders responsible for the digital customer experience process. By accessing Davies Hickman’s executive, business and consumer panels and a range of online datasets we look at opportunities for innovation, continual service improvement and transformation. This involves designing digital experiences and using AI technologies to improve performance.
Our digital customer experience services include:
- Digital customer experience strategy and design
- Customer journey improvement
- Understanding trends and innovations such as AI for customer interactions and supporting agents delivering digital customer experiences
- Carrying out CX and UX audits of existing services
- Usability and sensory research for apps, chatbots, contact centres, messaging and websites
- Conversational design for human assisted channels
- Improving performance using behavioural science
- Designing CX experience measurements to drive success
- Implementing BSI/ISO customer service standards
- Reducing fraud and improving cybersecurity
“Davies Hickman believe that better digital customer experience is not only about ease; it requires intense focus on frontline people who increasingly deal with complex customer requirements.”
Large-scale customer service delivery that builds customer retention remains one of the most challenging tasks in the business world. Yet the opportunities to use digital technology – online, AI, social media and Apps – offer the potential to resolve the conundrum of cutting costs while increasing customer satisfaction.
See some market research stories below:
Enhancing customer performance through meta-analysis of customer data
Client: Water company
Project process: Meta-analysis of available customer experience data to distinguish where customer performance can be improved
Outcomes: Digital customer experience – identifying ways to boost customer satisfaction levels and support operational business decision-making
Digital transformation in UK local government
Client: Local government
Project process: Using our knowledge of the UK customer experience industry to identify improvements in citizen engagement, expert interviews and client workshop
Outcomes: Digital customer experience – supporting client in developing a strategy for digital transformation to provide better values service
Contact centre improvement
Client: Local government
Project process: Using call listening and calibration, internal data and expert interviews with executives, team leaders and advisors
Outcomes: Digital customer experience – development of a 10 point plan to improve customer experience and improve efficiency for leaders
Exploring opportunities for new loan-based products
Client: Major high-street bank
Project process: Qualitative research, shadowing consumers journey and product selection
Outcomes: Customer insight, Digital customer experience – gained a stronger understanding of customer loyalty and when they require assistance and support
Digital customer journey design for new UK bank
Client: UK fintech
Project process: Accessing the our knowledge base, mystery shopping with other banks acquisition process and customer interviews to support the design of digital on-boarding
Outcomes: Digital customer experience – enabling the client to build a customer journey which improved the on-boarding process meaning few drop-out and a reduction in customer queries
Driving improved customer service performance using behavioural science
Client: UK bank
Project process: A/B test of cognitive biases on customers using large contact centres
Outcomes: Customer insight, Digital customer experience – improved sales performance and better customer experiences from the trial
Pinpointing HNWI’s needs for financial service products
Client: Private bank
Project process: Qualitative research, using innovative research techniques to identify and recruit HNW individuals to participate in research
Outcomes: Digital customer experience – feedback on competitor offers and new strategies for improving digital technology in private banking
Improving the performance of an outsourced contact centre portfolio
Client: CMA-9 bank
Project process: Analysis of internal data including key metrics, complaints and executive feedback. Call and e-mail observation, calibration and expert interviews with team leaders and advisors
Outcomes: Digital customer experience – full report to UK head office on performance of outsources contact centres, recommendations for service improvement
Improving the customer journey for purchasing new homes
Client: Housing association
Project process: Accompanied shopping journeys with over 20 buyers negotiating in the London housing market
Outcomes: Digital customer experience – detailed recommendations to senior executives how best to add value at customer journey touch points
Analysing changes in consumer behaviours in a recession
Client: Global data, analysis and technology company
Project process: Using published sources, customer, expert and internal executive in-depth interviews
Outcomes: Customer insight, Digital customer experience – helping to strengthen client relationships with large banks and insurance companies
ABM planning to activate new better business relationships
Client: Technology provider
Project process: Using published sources, customer and industry commentators to provide insight on five global companies
Outcomes: Customer insight, Digital customer experience – helping our client to actualise its ABM strategy to deliver sales-leads and better relationships
Improving the digital complaint process to provide better outcomes for customers and the client
Client: National broadcaster
Project process: Mapping the complaints journey using 6 focus groups in different parts of the UK to understand barriers and the opportunities for efficiencies
Outcomes: Digital customer experience – making recommendations to the client how to meet SLA objectives improving the organisation’s operations and customer satisfaction