Customer Experience (CX) Management Services
How we can help?

Companies' main objectives in today's market go beyond just offering excellent goods or services. Today, customer experience has increased across all industries as businesses strive to deliver exceptional customer experience management to stay ahead of the competition. Businesses engaged in both B2C and B2B transactions need a customer experience strategy and urgently need to adopt a customer-centric strategy that will successfully increase customer satisfaction. A loyal consumer will show their support for your business by recommending it to others. We use detailed surveys, analyses, and measurements through its unmatched customer experience services to utilise insights, close gaps, and measure results. Its clients are helped by its repetitive research and dynamic form to keep customers, lower churn, and eventually boost sales.

We help our clients with:

  • Customer experience consulting and strategy: solutions and tools are designed for each stage of the customer journey that could be customized as per your need to enhance customer experience.
  • The unique intersection of ‘experience + technology’ through our CXe bespoke solutions in over 100+ global markets.
  • IP platforms like KODOHub, GDX platform, KODO-CX, evaluate app, etc. for capturing and reporting real-time data with multi-level dashboards.
  • In-house systems, platforms, and frameworks with continuous improvement.
  • Dedicated analytics that not just capture data but derive value and actionable insights.
  • Market-leading quality assurance process certified by the highest ISO 9001 standards.

Customer Experience is the accumulation of a customer's impressions and interactions throughout the entire customer journey. It focuses on the interaction between your company and its customers. There is no doubt that the customer is at the heart of any business, and customer expectations have grown significantly over time. This has made it difficult for businesses to concentrate on their product or service while also perfecting the customer experience. However, it is critical for organisations to meet these expectations at all stages of development.

  • Awareness: when the customer gets to know about your brand and learns what aspects of their life you can cater to.
  • Consideration: when the customer understands you could possibly be a solution to a problem they are facing or could make their life a little easier and compares what you offer as a solution as compared to what they need.
  • Decision: when the customer makes up their mind and indulges in the buying decision.
  • Retention: when the relationship with existing customers is nurtured to ensure customer success and make sure that they choose your product or service again.

For over 27+ years GBW has been a market leader in CX management. We have developed different sets of customer experience solutions mapped across the complete customer journey.

Customer Experience (CX) Management Services

Our CX offerings

  1. Mystery Shopping (Secret Shopping)

    Assess and measure the performance of your brand against your aspirational standards with our trained and tested set of certified mystery shoppers or evaluators. Capture data and generate reports to provide valuable insights to measure the quality of your customer service that would help to take actions to improve customer experience. Click here to know more >

  2. Brand and Compliance Audit

    Detailed assessment of any visual and operational component of an organization against pre-defined standards set by your organization. Our trained set of auditor panels conducts customer experience auditing, collects data, and generates reporting dashboards for actionable insights. Click here to know more >

  3. Evaluate - Self-Assessment Tool

    Analyzing the performance of your business in terms of operational execution, brand performance, frontline workforce engagement and performance, customer service, and feedback through a custom-designed self-assessment tool called evaluate. You can create your own customer experience surveys, distribute them to specific teams as per your requirement, capture data, and derive useful insights with our flexible reporting platforms. Click here to know more >

  4. Competitor Benchmarking

    Amidst the multiple spirited existing choices for your customers in the market, it is imperative for you to understand your competitive landscape. With an omnichannel approach for both physical and digital comparison of competitors, we derive insights with the help of trained and certified customer experience evaluators panels. It helps in benchmarking against best practices and countering your competitors at the right opportunity. Click here to know more >

  5. Employee Engagement

    Your frontline employees drive your customer experience strategy; they can make or break your brand. It is important to align your team to your strategy, understand their aspirations and expectations as well, measure their satisfaction, and learn about their requirements or needs on the job. With the help of multiple technology solutions, we collect inputs from your team to maximize response rates and provide reports and actionable insights about the engagement levels of your team and build on the scope of improvement. Click here to know more >

  6. Voice of Customer (VOC)

    Customers being at the heart of any organization have the most important suggestions and preferences about their likes and aversions. Listening to the customers and utilizing their feedback helps in nurturing that relationship with them. It builds loyalty and trust which makes them advocates of your brand. We help in curating omnichannel programs that maximize the response across all the customer touch points with the help of analytical tools for customer experience survey feedback with apt softwares, tools and apps. Click here to know more >

  7. Online Assessment

    Consumer behavior has drastically changed with increased digital aspects which were further amplified in the recent past. It is now a necessity for an organization to assess its digital assets and presence to provide an enhanced omnichannel customer experience. Tools like online surveys, website analytics, mobile feedback, real-time tracking, and alerting are part of our online assessment services which helps to proactively engage with your customers and improve customer experience. Click here to know more >

  8. Social Media Listening

    Know what your customers have to say about your brand across social media handles, google reviews, and other online forums, and manage responses in real-time in one unified dashboard. Discover the feeling of your audience towards your brand and campaigns with the help of our sentiment analysis. Get data in real-time and have the leverage to take action in real-time to drive more people to your content. Click here to know more >

  9. Pulse Survey

    Know what your customers have to say about your brand across social media handles, google reviews, and other online forums, and manage responses in real-time in one unified dashboard. Discover the feeling of your audience towards your brand and campaigns with the help of our sentiment analysis. Get data in real-time and have the leverage to take action in real-time to drive more people to your content. Click here to know more >

Customer Experience (CX) Management Services

What makes us different?

As one of the best Customer Experience transformation companies, we have been industry leaders for 27+ years in the Customer Experience Management sector. Our proprietary Customer Experience framework (CX) combined with our omnichannel capabilities produces end-to-end actionable customer journey insights at each touchpoint with the help of our leading reporting and analytics platform. We have an extensive team of 480,000+ trained and certified customer experience evaluators spread across 105+ countries worldwide giving us a global reach. All our systems, platforms, and frameworks are developed in-house ensuring a flexible and unique solution for each of our clients as per their requirements. We maintain a strategic ongoing partnership with 2500+ clients all around the world in 10+ major sectors. Our processes are ISO 9001 certified – the highest quality assurance standard processes. We are part of the Sonata Software family which is one of India’s fastest-growing IT services organization with 5000+ professionals in 28 locations worldwide.

Frequently Asked Questions

Customer Experience is the aggregation of all the impressions and interactions of a customer across different touchpoints they had in the complete customer journey. It is the perception built by your customers when they experience your brand or business. Every small interaction matters. For example: Coming across an ad, browsing through a website, talking to a sales representative, paying a bill, or talking to customer care for after-sale service. The positive impact from all these interactions altogether makes a customer experience remarkable.

The different ways we can improve customer experience are:

  • Optimizing your customer journey with a clear vision of your customer experience strategy.
  • Building a team with empowered and engaged people - understanding their aspiration and aligning them with your brand goals.
  • Building a customer-centric company culture - understanding your target audience and their personas by empathizing with them to understand their needs and building a personalized relationship with them.
  • Focusing on providing an omnichannel experience by ensuring consistency and minimal efforts across all the channels to enhance customer experience.
  • Incorporating the practice of capturing feedback in real-time with the help of live chatbots, surveys or polls, follow-up emails or calls, etc.
  • Using more open text responses to understand the customer experience in their language while also using technology to perform sentiment analysis.
  • Using data and analytics to understand different trends and use that to build a better customer experience strategy.

GBW is one of the best Customer Experience Transformation companies globally. We have 27+ years of experience in Customer Experience Management across 20+ industry sectors in 105+ countries worldwide. We have 480,000+ trained and certified customer experience evaluators worldwide which helps in customization and localization of CX solutions as per client’s needs.

CX is an acronym that stands for Customer Experience. CX implies the perception or the opinions built by the customer throughout the relationship with the brands across different touchpoints throughout the buyer's journey. An exceptional CX will produce loyal customers, higher brand value, and increased revenue.

In today's era, just meeting customer expectations is not enough. We need to exceed those expectations and produce an exceptional customer experience to build strong brand value for your organization. A positive customer experience will benefit in the following ways:

  • Increases customer loyalty which further increases retention of customers.
  • Helps in building brand loyalty as well as recall value of the brand among target audiences.
  • Helps to differentiate you from the competitors. It gives you an advantage across your competitor landscape.
  • It builds you a channel of word-of-mouth marketing with the help of your loyal customers. These customers can become brand ambassadors and encourage brand advocacy.
  • The loyal customers will purchase again which will help increase your bottom-line revenue.

CX is not a subjective concept. Thus, to understand if we are performing well there are different metrics to measure customer experience. These include:

  • Customer Satisfaction Surveys
  • Net Promoter Score - measures loyalty score obtained from close-ended questions like how likely will you recommend the product/service to someone.
  • Customer Effort Score - measures the experience with a product or service in terms of how ‘difficult’ or ‘easy’ it is for your customers to complete an action.
  • Customer Satisfaction Score - surveys that answer questions of customer satisfaction for a product or service.
  • Time to Resolution - the average time taken to resolve any issue raised by a customer.
  • Customer Churn Rate - measures the rate of repeat customers.
  • Customer Journey mapping and analytics – helps in analyzing, customer shopping experiences.

Customer Experience and Customer Service are usually taken to be interchangeable, but they are not. Customer Service is just one touchpoint of the buyer's journey. It is just one of the facets of Customer Experience. It involves the interaction of a customer with employees before and after-sale through different channels like chat, calls, email, or face-to-face instances. Customer Experience on the other hand is a much broader concept in the customer journey. CX is not just about touchpoints but also emotions, opinions, reactions, and feelings of a customer in total throughout every stage and step of the customer journey.

Omnichannel Customer Experience is a sum total of different touchpoints spread across a variety of different kind of channels that are connected with each other. This enables your customers to begin their journey in one channel and further continue it on other channels as per their choice and need. It seamlessly allows customer experience to continue on another channel from where they left off. This has a positive impact on the quality of customer interaction. For example: if such a case arises where a customer has sent a detailed query or raised a complaint over a social media channel and then connected with a customer service representative on a call; the customer service agent should be able to instantly find out the reason for the call and guide them towards a solution instead of having to ask the customer to repeat their query or complaint. This helps in creating a greater customer engagement and retention because the customer feels valued.

Sonata GBW is a global technology company specialising in customer experience CX measurement, platform-based digital transformation, supporting businesses to become connected, open, intelligent and scalable. It has a striking presence across USA, Canada, EMEA and APAC regions. If you would like to know more about how we can help you, please fill out the business enquiry form below.