Begin the #CustomerExperience Transformation #ElevateCX

WE LIVE IN A CUSTOMER EXPERIENCE CENTRIC WORLD

#ElevateCX

WHERECUSTOMEREXPERIENCEISTHEONLYDIFFERENTIATOR

Lessthan20%ofcompaniescandifferentiatebasedonproductsandservices.(CEB)

ANDCUSTOMERSWANTTOBUYFROMCXLEADERS

walletshareà reducedchurnà positiveadvocacyà lower costtoserve=CXROI

CXleadersoutperform(14%)CXlaggards (Forester)

YETCOMPANIESFAILTOCONSISTENTLYMEETNEEDS

Accordingtoconsumers,customerserviceagentsfailedtoanswertheirquestions 50% ofthetime(HarrisInteractive)

EXPECTATIONSAREEVOLVING

Anddefinedbyyourcustomers’lastbestexperience

Primeand1-ClickOrderingprovidequickandeasygratification

$1,500spentbyaveragePrimecustomereachyear

HighlyPersonalizedNicheMarketExperience

Ranks1st inTemkin CSratingsdespitehavingonly17physicalbranches

OnDemandRideSharingfromYourSmartPhone

NYCTaxiLicensingMedallion

2013$1.32M 2016$650K

CUSTOMERSEXPECTTHEMODERNEXPERIENCE

LowEffort

RapidFulfilment

AvailableAnywhere

HighlyPersonalized

ValueAligned

WETRANSFORMCUSTOMEREXPERIENCEANDOPTIMIZEDELIVERY

"LeapCXwasaninvaluablepartnerduringmygreenfieldproject. Fromsolutionselection,discovery,ideation,buildanddelivery;theirapproachto

innovativeideasandclientsupportwereunparalleled."

CloudTechCompany

LargeBank

Autofinancer

Techrefresh;reducedcostofservicebyover$1MAnnually

Geographicrouting;improvedaccuracyof

servicedelivery,reducedeffort

Enabledrapidbusinesslogicdevelopment(saved1000sofresourcehours);streamlinedcustomerinteractionexperience

$

CUSTOMEREXPERIENCETRANSFORMATION

Assess• Gainunderstanding• OpportunityIdentification• Roadmap

Align• Buildtransformationteam• AlignforCustomerValue• ProjectIdentification• BeginCulturalShift

Transform• Implement• Measuresuccess

CustomerExperienceAssessment

3-5DayOnSiteAssessment

Identifyopportunities

Provideassessmentdocument,roadmap,andreadoutpresentation

Weusecustomerinteractionobservation,experiencemapping,technologyauditing,andcustomeranalyticstoassessyourtotalcustomerexperience

Principalswithover20yearsofCX,ContactCenter,Telecommunications

andTechnologyexperience

Over100expertsinCX,OperationalExcellence,

OrgCulture,andTechnology

Identifyopportunities,solvecomplexbusinesschallenges,andprovideend-to-endCXsolutions

LeapCX.com |#ElevateCX

GreatCX design|Empoweredemployees|OperationalExcellence|Happycustomers