Overview    CIE    Service Offerings    Methodology    Results    Tools

Customer Acuity: a·cu·i·ty, n., Acuteness of vision or perception, keenness.

Our proven methodology for business problem solving, organizational change and the delivery of tangible business results - focused on customer interaction across channels and departments.

A customer-focused, multi-channel strategic and operational design and build approach - delivering the desired customer experience - cost effectively and with quality.

Effective customer interaction across an enterprise is imperative to create and sustain competitive advantage. Delivery requires the coordination of a complex set of elements.

Customers
The reason businesses exist, and the driver of revenue, growth and prosperity. Customer needs must be identified and understood - which becomes the basis for markets of developed products and services to capitalize on these needs. Strategic advantage is created through developing better means of providing value to segments of customers and the overall marketplace. Understanding customer needs, behaviors and preferences drives performance.

Marketing, Service, Sales, and Support
Businesses interact with customers across the organization through multiple channels - throughout the customer lifecycle - presenting challenges and opportunities to drive sales, efficiency, service and retention.

Phone, Web, IVR, In-person, Email
Enabling interaction technologies, touch-points and tools allow for heightened levels of service and convenience. Integration of technology and practices across platforms and interaction media enhances the customer experience and the ability for a company to deliver efficiently.

Methodology    Focus    Foundation

Vision
The catalyst that begins the change process. A business problem exists. Something must be done. New processes, new tools, a new strategy. A shared Vision is established that guides the improvement effort.

Assess
Any successful initiative must assess the current situation; the magnitude, risks and many implications. Opportunity, Feasibility and Customer Needs all must be assessed prior to making changes to the business.

Architect
All design efforts - process, technology, and organization - take into account the findings from the Assessment. Changes are proposed, evaluated and approved. Early design efforts include Quick Hits, while more complex solutions require more significant study and effort.

Assemble
The building process – actually implementing changes to people, processes and systems – takes place during the Assembly phase. This continuum ranges from short term modifications and “pilots” through all final testing, certification, sign-off and moves into Production.

Assure
Rigorous monitoring, evaluating performance and feeding insights back into the Architect and Assemble areas ensures program results.

Methodology    Focus    Foundation

The Foundation of our program management methodology leverages our collective experience across hundreds of successful engagements. Foundation involves effectively managing a comprehensive set of components ranging from resources to change, from technology to financials. Collectively, our quality management practices drive timely and measurable business results.

Project Management
Rigorously planning, tracking and reporting activities and issues – setting milestones and identifying the appropriate skills and levels of effort required to meet desired objectives.

Change Management
A methodology unto itself in which behaviors and reactions are understood, the vision is broadly communicated and all stakeholders are involved in the change effort.

Financial Management
Business case development, ROI calculations and on-going monitoring and measuring of the overall financial impact of both the project and the proposed and assembled changes.

Performance Management
The design and development of a balanced set of measures – tracking Operational, Financial, Employee – and most importantly – Customer measures. Establish metrics and targets that will drive overall organizational effectiveness.

Resource Management
The approach to identifying the appropriate skills and levels of effort associated with proposed changes. Considerations are made for human factors relative to training and personnel development.

Knowledge Management
Knowledge transfer within the project, across the organization and the approach to developing, retaining and distributing domain expertise throughout the enterprise.

Technology Management
Tracking and insisting that proposed solutions are scaleable, reliable and secure. Also understanding features, functionality and levels of integration and customization required to deliver in line with expectations.

Methodology    Focus    Foundation