CX ADVISORY
We’re in the Business of Creating Legendary Customer & Agent Experiences
The biggest limiting factor preventing brands from achieving their digital potential is a lack of imagination. To compete and transform, organizations need to rethink, reimagine, and revive their customer engagement models to operate efficiently and deliver legendary experiences at scale.
Born from Operations. Disruptive by Design.
CX Advisory (CXA) is VXI’s consulting team, a group of digital domain experts and customer experience visionaries who combine over two decades of hard-won operational wisdom with in-depth technology enablement expertise to unlock value across the contact center.
Our practice leaders specialize in experience design, process-reengineering, and digital transformation to help our brand partners:
Solve for business challenges & experience gaps
Launch new channels
Test & scale emerging technologies
Improve operational & service excellence
© 2023 VXI Global Solutions, LLC.
According to Bain Capital, fewer than 20% of executives believe their company has achieved their transformation goals.
Analysts estimate between 30-50% of these initiatives will fail.
That’s where we can help.
We understand technology is only 20% of the equation.
Real transformation requires 80% human-centered design and end-to-end process re-engineering to succeed.
By co-creating and innovating with our clients, our team delivers real results.
The CXA Advantage
40%
Contact volume reduction
4,000+
Additional customers served during peak season
52%
Increase in agent productivity
$320K
Cost savings from reduced cost per contact
Digital Transformation Offering
CXA’s technology solutions and right channeling strategies to help companies implement their digital transformation agendas and track ROI.
Legendary Starts Here
Learn how VXI’s CX Advisory team used automation and process excellence to transform one brand’s social media program from an afterthought to their number one performing channel – reducing the flush rate from 83% to 5%.
CASE STUDY
Insights
Helping a leading social metaverse company reduce their flush rate and deliver next-level social care
The CXA Methodology
Our CX Advisory partners, practice leaders, and domain experts enable organizations to disrupt and deconstruct their current state in order to create and implement business strategies that allow for transformation.
We CREATE
- Create and co-create with our clients
- Build a stage for disruptive thinking, ideation, and experimentation
- Refine and redesign processes to ensure operational efficiency and effectiveness
We TRANSFORM
- Test, observe, and analyze solutions from people, process, and technology perspectives
- Measure impact and determine value-add
We IMPLEMENT
- Plan for scale and growth
- Carry out and reinforce new and improved ways of working
CREATE
TRANSFORM
IMPLEMENT
Digital Channels Supported
- Social
- Chat / Messaging / SMS
- Self Help
- Video
- GigCX & Emerging
Automation Capabilities
- Digital Workforce Solutions
- Conversational AI Analytics
- Knowledge Automation
- Robotic Process Automation
- Automated Reporting
- Intelligent IVR / Speech AI
Contact Center Solutions
IN FRONT OF THE AGENT
- VXI Omnichannel
- VXI Training Simulator™
NEXT TO THE AGENT
- VXI Agent Assist™
- VXI NPS Predictor
BEHIND THE AGENT
- VXI Performance Pro 360™
- VXI CX QA Automation™
- VXI WFM™ Command Center
Experience Design Offering
Our suite of services to identify and address process improvement opportunities, close CX & EX gaps, and build knowledge expertise.
Transformational Roadmap & Workshops
- CX Journey Mapping
- Agent Journey Mapping
- Right Channeling Strategy
- Digital Channel Assessment
- Brand Voice Creation
Assessments & Benchmarking
- Business Health Assessment
- Impact & Gap Analysis
- “As-Is” & “To-Be”
Process Mapping - Root Cause Analysis
- NPS / CSAT Evaluations
- Customer Experience Analytics
- Technology Vendor Assessments
Design, Strategy & Implementation
- Operational & Channel Playbooks
- Service Improvement Plans
- UX Design
- CX / EX Dashboards
- Knowledge Automation
- QA Optimization
- Process Engineering
- Innovation Hub
Compelling customer experiences are challenging to design and even harder to deliver. Let our experts arm you with the tools and capabilities required to re-engineer your digital landscape and contact center operations.
Together we’ll unlock opportunities for value creation and deliver experiences your customers will love.
KEEP PACE WITH INNOVATIVE THINKING
Copyright © 2023 | VXI Global Solutions, LLC.
All Rights Reserved
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