Customer Experience

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It’s become fashionable to talk about customer experience in the digital world. The need to provide the right levels of customer service to the right customer segments has always existed. Having a great customer experience is not about exceed expectations for all customers.

Getting the customer experience right is often more about alignment than about it being a rocket science. By answering these simple questions:

  • Have we segmented our customers correctly?
  • Are the products aligned to our customer segments?
  • Are our customer segments aligned – are the right customers using the right channels?
  • Are our processes aligned and customized to the segments?
  • Are we effectively using technology to deliver these processes?
  • Is our customer service organization aligned by our customer segments?

If you can analyze the above effectively and get it done right, your customers will have a great customer experience. Add to that an effective mapping and implementation of your Customer Journeys, and periodic measurement using the Balanced Scorecard (BSC), and NPS.

Cedar has a proven track records of transforming the customer experience for financial services clients, mapping customer journeys & improving on them, putting into place a customer service dashboard using the BSC, and finally helping clients measure customer satisfaction using the Net Promoter Score (NPS) with a proprietary tool kit.

We’re happy to share with you our approach and how we can specifically address your needs.

Standard Chartered
Deutsche Bank
Emirates NBD
Dubai Islamic Bank
BNP Paribas
RBL Bank
Royal Bank of Scotland

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