The power of the moment. Great CX starts by putting your business before your customer.

Transcription

1 The power of the moment Great CX starts by putting your business before your customer. 1

2 What does Axim do? We operationalize customer experience Contents What does Axim do? 2 The business of 3 customer experience Our services 4 CX Consultancy 5 Enterprise Architecture 6 Experience Analytics 8 CX Marketing 9 Contact us 10 Why? Because Axim believes seamless customer experience begins with business excellence, not customer focus. Great customer experience happens when every part of an organization is driven to deliver it. So we focus our CX consultants and experience designers, our enterprise architects, data scientists, our marketers on one single thing: operationalizing the customer experience. Axim helps businesses to identify new operating models built with CX at their heart. We fuel the organizational excellence new and better CX demands. We enable data to become the CX lifeblood, and power new approaches to customer experience marketing. Axim breaks down the big barriers to great customer experience within an organization, builds the platforms to the new experiences that customers expect, and helps power the business excellence that will deliver them. 2

3 The business of customer experience Axim is a customer experience business that is business-focused. Why? Because many of the CX challenges are business-centered. Customers may have less patience, greater expectations and hold the power, but CX leaders face even bigger challenges within the business: executives demand differentiated, leading and RoI-rich CX; employees create CX silos and work in a weak CX culture; and technology is aging and complex and often unfit for a new generation of CX demands. It is why Axim operationalizes customer experience by seeing the business of customer experience in four dimensions: business structure; tech delivery; data and analytics; and customer marketing. Axim calls it 4-Dimensional Customer Experience and we deliver it by connecting consultancy, enterprise architecture, data transformation and new marketing thinking. CX Consultancy Engineer new and better operational models built around CX Experience Analytics Fuel agile CX with real-time customer insight Enterprise Architecture Architect organizational excellence through CX technology CX Marketing Create a seamless experience across the customer journey 3

4 Our services Axim is a new breed of customer experience business. We fuse experience consultants and designers, enterprise architects, data scientists and analytics specialists with marketing teams and creative thinkers all focused around four areas of service. We offer point fixes, end-to-end solutions integration and hosted services. CX Consultancy Enterprise Architecture Experience Analytics CX Marketing Building your businesses around the customer experience Focusing your CX technologies on business excellence Driving greater insights from the customer data explosion Rethinking digital and multi-channel customer experiences, to channel-less Our offering CX consultants engineer new, better operational models, built around CX Enterprise architects manage aging legacy and new CX technologies. Data and analytics scientists power agile customer experience. Marketing teams shape seamless experiences at every customer touchpoint. CX assessment, audit and road mapping Customer journey and experience mapping CX transformation Data visualization Data transformation Analytics and AI Experience modeling IoT monitoring and modeling Enterprise sustainability EA solutions and design Technical governance Professional support services Empathy research Contextual content Digital brand experience Cross-channel intelligence Our solution Axim Barometa Enterprise sustainability Assessment Enterprise Experience Architecture Axim Optika Axim Retina 4

5 CX Consultancy Axim s CX consultants help businesses to build new operational models with customer experience at their heart. We deliver specific business needs like customer journey mapping and change management, big marketing priorities like channelless customer experience, and cross-enterprise imperatives like complete CX transformation. Axim Barometa Accelerate customer experience transformation. Evaluate Customer experience, customer focus and customer expectations. Concentrate CX initiatives to create greatest and most immediate impact. Accelerate Business change, operating efficiency and customer advocacy. Barometa focuses organizations on the CX initiatives that will most impact their consumers and business in the near-term. A consultancy tool it assesses CX operating models across the enterprise, understands the experiences customers expect, and pinpoints the critical moments of truth in a customer journey. Then our consultants recommend where to better operationalize CX, the cost/ benefits and a road map to realize new and transformative CX faster. The benefits Fix the big challenges to great CX. Better manage legacy, dismantle silos, deliver consistency, create a shared CX vision. See CX in a new light. Go beyond CSAT, see where to improve NPS, increase customer acquisition and retention. Continually assess CX initiatives. Monitor critical KPIs, review customer perceptions, see the internal impact of new CX models. 5

6 Enterprise Architecture Axim s enterprise architects engineer the operational excellence that great customer experience demands. Our teams deliver on the full spectrum of EA, from solution baselining to advanced enterprise design and multi-vendor technical governance. They also optimize legacy, migrate technology, deliver estate management and re-engineer process. Enterprise Sustainability Assessment See new potency in CX legacy. Mitigate The risk of aging and at-threat technology. Maximize The CX potential and capability of the current estate. Migrate Seamlessly to new CX technology. Enterprise Sustainability Assessment maximizes the potential of legacy to support new customer experiences. It identifies and mitigates at-risk technologies, be they aging, end-oflife or at-threat. Then it seamlessly integrates the old with the new: road mapping the right CX technology strategy and investment, and helping to better migrate and manage change. The result? Seamless customer experience. The benefits Contingency plan at-risk CX technologies. Maximize the latency of aging legacy to deliver better experiences. Shape the future CX IT strategy and deliver the road map. Seamlessly integrate core and business IT around the customer. Deliver disruptive CX that doesn t disrupt business. Deliver the IT operational excellence great CX demands. 6

7 Enterprise Experience Architecture Architect enterprise excellence. Analyze Current state enterprise communication environment. Optimize Current state environment maintainable process from inception to completion. Realize Organizational CX excellence. Enterprise Experience Architecture gives businesses a clear picture of their current enterprise state providing the context with which to optimize technologies and deliver better experiences. It highlights the gaps and at-risk areas that need to be addressed and designs the solutions to deliver CX excellence. With technical governance ensuring optimal execution, continuum management provides the ongoing visibility you need to monitor and measure key metrics and KPIs. The benefits Clear visibility of current enterprise architectural state. Optimize current state environment to deliver better experiences. Architect new systems for better CX. Multi-phase approach to complex enterprise architecture transformation. Deliver disruptive CX that doesn t disrupt the business. Ongoing visibility of enterprise architectural state. 7

8 Experience Analytics Axim s data scientists and experience analysts turn your data on people, processes and things into the lifeblood of customer experience: organizational intelligence and customer insight that s real-time, and actionable. How? By collecting, modeling, visualizing and transforming data. Then applying a suite of analytics that range from prediction to correlation to empathy. Axim Optika Realize more customer value from less data. Curate The least amount of viable data to drive the most impactful customer experience actions. Correlate Disparate data sources and analytics engines to deliver actionable customer intelligence. Create Faster CX decision-making, better CX management and operational excellence. Optika is a data modeling and analytics enablement suite, it focuses the least amount of viable data to drive the most impactful customer experience actions so businesses can circumvent the problems of customer data overload. How? By curating the right data; by collecting and connecting disparate data sources with multiple analytics tools to deliver actionable intelligence; and by visualizing fast-moving customer data and accelerating decision-making by driving it to the people who need to act on it fast. The benefits Identify the most meaningful data to collect and analyze. Standardize and integrate disparate data sources. Better manage increased volumes of data. Visualize fast moving, complex data and get it to the right people. Deliver more actionable and timely data. More easily scale to the IoT and new analytics engines. Bring deeper CX insight to customer data with data architects and scientists, CX designers and marketers, and enterprise architects. 8

9 CX Marketing Axim s marketers are focused on the next generation of marketing empathy that is starting to shape new customer experiences: powering data to drive contextualized content; employing the latest empathy analytics techniques to build stronger emotional connection with marketing; and breaking down the barriers between channels with better retail intelligence. Axim Retina Control online customer experience better. Monitor Pricing, distribution, retailers, content, messaging. Police Grey markets, counterfeit products, logo and asset abuse, sales and marketing compliance. Consult Brand protection, channel optimization, content management, digital experience. Retina monitors your brands online, globally and constantly: collecting the disparate information customers receive from web sites, in-store and social media. It creates actionable real-time retail intelligence on pricing, content, chatter and competitors. Then it streams actionable retail intelligence in real-time to those who can use it to protect the customer experience. It is also proactive: harnessing CX and marketing consultants to find new, better ways to enhance online retail experience. So you can build channel-less CX and more profitable brands. The benefits View brands locally, regionally and globally. Police counterfeit and grey markets, as well as IP. Control brand messaging and content. Strengthen CX and retailer relations. Optimize price and build competitive pricing strategies. Understand online marketplaces in near-real time. Protect brand value and revenue. Maximize the distribution channels. Deliver more seamless multi-channel. 9

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