Relational strategy

• Design an all-encompassing, fluid, end-to-end strategy for handling customers
• Develop customers’ digital autonomy while maintaining a degree of support
• Redefine the roles of the different contact points and the links between them
• Insert new media into your existing system (messaging, chatbot, etc.)
• Ensure that customers are taken care of end-to-end, regardless of the contact or channel they use

Relational models

• Align your operational models with your strategy
• An end-to-end relational model (defined customer path, coordination of communication between departments)
• A relational programme based on a continuous digital conversation with your customers. Move from a relationship seen as transactional to one that is truly beneficial for all parties
• An operational model of your various customer relations entities (missions, activities, processes, organisation, coordination, subcontracting) taking account of all the potential of digitalisation

Digital solutions / CRM

• Project management with the customer experience defined in the initial ambition
• Co-build applications taking account of your teams and increase the added value of your applications and your CRM
• Optimise your web and mobile performance (A/B test, customisation of customer paths, address collection, product/content push, prototyping of webpage), user testing, site audit, data analysis
• Website and mobile app development
• Establishment of customer communities

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Employee experience and cultural transformation

Anticipate and prepare the rapid transformation of business functions:

• Develop an employee experience that promotes well-being at work
• Build an overall vision of changing jobs and skills
• Invent managerial practices consistent with your customer promise
• Think up new models for developing soft skills

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Implementation support

Support companies until the designed transformation delivers the promised results to customers, employees and decision-makers.

• Radically transform the behaviour of employees and managers by supporting a change in company culture, materialised in teams’ practices. Customer culture, data culture, innovation culture, agile culture, etc.
• Facilitate the skill development of employees and managers, with our teams of coaches and trainers
• Accelerate the real transformation of systems and practices, with our exclusive change management and project management methods
• Root customer culture in the DNA of companies, with our original approaches to listening to customers and driving improvements through the customer experience

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