Customer Experience (CX) and CRM
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Do Any of These Challenges Apply to Your Business?
- (Re) Align the organization on the CX vision or refine that vision based on shifting and conflicting priorities.
- (Re) Assess business and technology foundations in order to take a transformational initiative.
- Get guidance on solving challenges with the target customer experience. (e.g., fixing low conversion rate, enabling new channels, improving customer advocacy, building new customer service capabilities, etc.)
What Is Customer Experience (CX) for Talan?
Definition:
CX is a system of marketing strategies and technologies that focus on customer engagement, satisfaction, and experience.
- CRM
- eCommerce
- Marketing
CX is an approach to relationships with customers that goes beyond just marketing tools and software—with the goal of achieving a digital transformation that truly puts customers at the centre of the business. A customer experience management mindset prioritizes the orchestration and customization of the entire end-to-end customer experience, and helps to do it at scale, on any channel, in real time.
Talan’s Complete CX Offer
- Vision and Strategies Alignment
- Technology and Business Capabilities Audit
- Roadmap
- ROI / Business Case Analysis
- Technology / Partner Selection
- Digital Readiness
- CX Optimization
Discover Our Customer Experience (CX) Offerings
We focus on bridging the gap between business and technology, offering practical advice and striking a balance between sustainable architecture and delivering optimal business value. Our technology-agnostic approach leverages deep expertise across platforms and best-of-breed solutions.
CX Vision and Strategies Alignment
Customer Challenges
- Eroding market share: Increased competition in digital markets
- Underperforming CX: Failure to meet evolving customer expectations
- Internal misalignment: Lack of strategic coherence
Our Offer
We provide an objective perspective and share best practices to align the organization on the desired end state and strategies.
Our Approach
- Conduct interviews, workshops, and surveys to assess the current state
- Share actionable cross-industry insights
- Offer practical recommendations rooted in industry experience
- Facilitate internal alignment on refreshed vision and strategies
Deliverable
CX vision statement, framework, and strategies.
CX Technology and Business Capabilities Audit
Customer Challenges
- IT/Business misalignment: Lack of shared roadmap
- Ownership gaps: Missing accountability for key capabilities
- Prioritization conflicts: Competing objectives
Our Offer
A comprehensive “state of the nation” report on business and technology capabilities, highlighting key gaps in people, processes, and technology.
Our Approach
- Conduct interviews and project reviews to assess current capabilities
- Audit IT and business roadmaps
- Evaluate technology stack and business pain points
- Analyze KPIs, processes, and organizational culture
Deliverable
A detailed audit report with a prioritized action plan.
CX Roadmap
Customer Challenges
- Need for guidance: Expediting capability delivery and maximizing investments
- Shifting priorities: Conflicting investment objectives
Our Offer
We build a tailored technology and business roadmap to address technology and business gaps, enabling the target end state.
Our Approach
- Review vision, strategies, and capabilities
- Prioritize gaps in business and technology
- Recommend target architecture
- Develop a sequenced investment plan with budget and timeline
Deliverables
A detailed roadmap including timeline, budget, and key considerations.
Why Choose Talan to Orchestrate Your Customer Experience and Manage Your Customer Relationship?
Talan has a unique combination of abilities to deliver high-value advisory services:
- Approach based on business outcomes
- Seasoned C-Level consultants with experience with organizations of all sizes and industries, who have also owned a P/L and ran CX IT / business operations
- Strong abilities in business process improvement and change management
- Expertise in back-end and front-end technologies, from ERP and warehousing systems to commerce and marketing technologies
- Vast network of partners available to support for niche topics
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