Services
CUSTOMER EXPERIENCE AND DESIGN OF NEW RELATIONSHIP MODELS
A good customer experience is one of the assets that make companies unique and true leaders. Putting the customer at the centre of the organisation means knowing who they are and what they need, and designing all the moments and points of contact with them according to their needs. A customer-centric organisation also requires new methodologies and new capabilities that allow processes and teams to adapt to changing contexts in order to always offer the best service and the best customer experience.
CX AUDIT AND DESIGN
We analyse the current customer experience of companies and their measurement and management model to obtain a map of opportunities for improvement. We redesign the customer journey, creating a more fluid, valuable and surprising relationship between the customer and the company.
OMNI-CHANNEL SERVICE DESIGN
We design omnichannel services that respond to the needs of consumers by understanding and planning all the activities and operations of both the processes and the agents involved in the provision of the service.
RELATIONSHIP MODEL
We help companies adapt their relationship with their customers to the new digital context through new points of contact, both face-to-face and digital. We observe, understand and identify user needs and co-create strategies with companies that add new layers of value to the relationship with their customers.
Customer benefits
Explore new business opportunities based on customer needs. Launch innovative solutions to the market in an agile way, reducing time to market.
Exploitation: Design new layers of value for the organisation’s products and services, identifying opportunities for improvement from the customers’ point of view.
Exploration: Designing new value propositions that respond to consumer needs not covered by the company’s current offering.
Our work is focused on helping companies define new value propositions and their relationship model with their customers. With the aim of developing customer-centric experiences, we work with design thinking methodologies to align the design of services with the needs of people and the needs of business.
Success story
Luckia Gaming Group / CUSTOMER EXPERIENCE AND DESIGN OF NEW RELATIONSHIP MODELS
Luckia nació con la vocación clara de desplegar una oferta omnicanal con una organización 100% centrada en cliente. El papel del equipo de Roca Salvatella ha sido clave para poder concretar e impulsar esta idea dentro de la organización acompañándonos y dándonos soporte durante todo el proceso.
How we work
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