Transform the future state of customer experience to increase customer lifetime value
It’s predicted that in the next two to five years, artificial intelligence (AI) will account for delivering over 25% of operational efficiency and over 70% of customer interactions will be self-service driven.
It’s a challenge for the customer experience (CX) industry to keep up with the ever-increasing customer demands, meeting operational KPI’s and rapidly evolving CX technologies as well as the brands to create an
emotional connection with the customer.
Our approach is to develop a collaborative Future State Roadmap and includes working with our clients to conduct an objective assessment of their customer experience, looking at people, processes and technology. We look at Next Gen KPIs to drive contact centre performance:
Call data analysis to identify pressure points
Best practice to optimise workforce management
Improve forecasting process for volumes and resources
Connect with your customers through contextual personalisation
Modernise and harness AI and robotics and process automation
Migrate contacts to digital channels and social media
Simplify your customer journey, increase APP adoption and improve CSAT/NPS
Providing a consistent experience across all customer contact channels
Business Leaders are challenged to transform their customer journey, maximise revenue whilst optimising operational processes. Lavabeam is a specialist firm of practitioners who develop the roadmap to bring business and technology together to deliver this challenge through:
> Vision for future state operating model
> Strategies to improve existing SLAs and KPIs
> Bespoke customer sentiment analysis of your services
> Assess operational agility for remote working
> Assess peak performance capacity of your contact centre
> Explore new channels to provide services to your customers
Assess complexity and business case for chatbots, robotics and AI
Increase self service but cater for assisted support needs
Increase app adoption and customer engagement
To assess your current customer experience and discover what’s possible, get in touch to drive change today.
“We had a really great Delivery Partner in Lavabeam. I really trusted them, they provided us with Vodafone resources and they drove that adaptability and worked to make this successful for our client, for us and themselves.”
- Jon Donovan,
Principal Manager, Digital Marketing,
Vodafone Group
“During my time at Eircom, Suvash and his Team helped us to optimise our Contact Centres and set up a complete new facility for Sales in record time."
- Neil Cushen,
Head of Consumer Sales,
Eircom
“The Lavabeam team were industry specialists, anticipated our needs and delivered exceptional value within a very short time. The team never failed to go above and beyond for us and were an absolute pleasure to work with."
- Fadwa Elkosairy,
Director of Sales & Customer Care, Vodafone Oman
