Modern Service Design
Move Through Messy
Today’s consumer is empowered to take action and engage with your products and service on their terms. Often times organizations think about service as an afterthought or even an avoidable cost. Consumer who engage with these companies have a sub-par experience and develop no brand loyalty. They endure the experience, but only to accomplish their transactional needs.
In a digitally saturated experience, companies risk undervaluing the significance of a human interaction. Companies that elegantly blend the digital and human experience stand out from their competition and have passionately loyal customers.
We create the stage for people and companies to create their own narrative. We choreograph each interaction, frame each contact, design each touchpoint and connect each person to personalized and compassionate help.
Deep customer empathy
walk a mile in my shoes
We seamlessly bring together the physical, digital and spatial modules to create fluid and purposeful settings that invite new ways to engage and experience your consumers.
We create service design blueprints to lay the foundation of the service model and create workflow integration, knowledge management, AI and robotic process automation for repetitive tasks and processes.
Average time Americans are spending on the internet and their phones
According to a study by Accenture Global Consumer Pulse Research when a call is made:
89% Dealt with self-service sites that couldn't answer their question
90% of consumers are placed on hold for a long time
89% 89% repeated their issue multiple times to multiple representatives
"Consumer service expectations are rising faster than companies are willing to adapt."
Accenture Global Research Report: Customer 2020: Are you Future-Ready or Reliving the Past?
Modern Service Design
MSD - Approach
Consumers want fast, accurate and reliable answers. More and more people are turning to their phone to get the answers they seek or help they need. However, there is still a population where making a call is their first step, and avoid digital experiences. This is true for the senior Baby Boomer population, who can be lost in the sprint to digitization.
With the rapid changes in technology and consumer behaviors, companies are finding that they are ill-equipped and highly challenged in serving today's non-stop customer. Many companies are failing to provide First-Contact Resolution and losing long time customer's to competitors that are at the forefront of Service Digitization.
Non-stop Consumers do not have the time or patience to wait
Our approach helps positions clients for elevated, connected and modern service for today's empowered consumers.