Transforming Customer Experience into Competitive Advantage
Embedded Files
LegendaryCX helps organizations improve customer retention & loyalty, modernize and scale customer operations, deploy AI effectively, and transform customer service and experience into a strategic competitive advantage and a revenue generation center.
Service Area 1 - Customer Experience Transformation.
Services:
Improve CSAT, NPS, CES
Improve TTR, AHT, ASA, Time to Escalation, Time to Close
Improve retention
Improve Customer Onboarding Effectiveness and TTV
Improve loyalty
Build CX operating models
Customer journey (re)design
Service Area 2 - Business Strategy, Transformation & Execution.
Services:
Cost avoidance and reduction programs
Executive strategy development and operational alignment
Business transformation roadmap design and implementation
Cross-functional leadership alignment (Sales, Marketing, Finance, Operations, IT)
Go-to-market strategy development and execution
Performance management frameworks, KPIs and accountability models
Independent dealer, distributor and franchise network optimization
Organizational effectiveness and operating model design
Executive governance, strategic planning and leadership facilitation
Revenue growth strategy and market expansion planning
Change leadership and enterprise-wide transformation execution
Service Area 3 - Customer Success Strategy & Operations.
Services:
Build & Scale CS organizations
Customer Health scoring
Success plans
QBR programs
Customer Compliance & Regulatory Assurance
Customer Onboarding Optimization
Customer Renewal strategies
Expansion strategy & tactic development
Service Area 4 - Customer Service Modernization, scalability.
Services:
Contact center redesign & optimization
Omnichannel support
Workforce optimization
Self-service build out
Escalation management optimization
KPI, metrics & dashboard development
Service Area 5 - AI Strategy for Customer Operations.
Services:
AI roadmap development
AI tool selection
AI business case development
Customer-facing AI
Agent assist
Process automation
Service Area 6 - Transformation focused on Operational Excellence, Revenue Acceleration.
Services:
Order-to-Cash optimization
Process redesign
Change management
Service delivery transformation
Organizational redesign
Customer Advisory Board & Insights Group Development & Management
Other Services and Capabilities:
AI technology selection, implementation, optimization.
CRM Strategy, implementation, optimization
Change Management (Master's degree in change management & experience at Macy's Intuit, American Express, AT&T, Raddison, Cox Automotive).
Corporate Culture Assessment (Pre-post merger)
Sales and Saleforce Optimization
Development of revenue generating customer advisory boards.
Page updated
Google Sites
Report abuse