MANAGEMENT CONSULTING & PROFESSIONAL SERVICES

 

CUSTOMER EXPERIENCE MANAGEMENT & SERVICE EXCELLENCE

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measure, benchmark and enable your organisation surpass global customer experience management (CEM) & service excellence levels, by adopting best in class CSAT measurement, operational practices (& technologies tools), for succeeding & growing in today's fast evolving world - where smooth, friction less  customer experience is critical.

Besides customer journey mapping, we do comprehensive end to end, third party customer satisfaction, experience & loyalty measurement, collate & analyse valuable customer feedback, review your operating framework , so you get an independent "outside in" customer centric "design thinking" view of your operating framework, diagnose opportunity areas & recommend specific improvements( in your operating structure, processes, measures, KPIs & technology solutions) to help you win.  Our solutions, and measurement led diagnostics & improvements are usually cross functional & sector agnostic, covering all customer contact channels, including digital.

SOME OF our EXECUTION STRENGTHS in CX improvement

  • satisfaction measurement (B2B and B2C), benchmarking, leveraging inter alia the Csat measurement framework from American Customer Satisfaction Index(ACSI) Michigan, US

  • develop & implement B2B & B2C  voice of client & csat programs & customer feedback surveys 

  • customer experience & service enhancement

  • develop & implement mystery shopping programs 

  • creating a customer centric culture that works

  • benchmark, implement & global certification on  TISSE 2012 CSAT standard  from The International Customer  Services Institute, UK & Dubai(TICSI)

  • customer attrition reduction

 

  • customer journey mapping; implementing design thinking

  • organization & operations re-design, enhancement for CX

  • performance improvement, metrics, processes & measures.

  • analyse & interpret customer feedback data to generate actionable insights & diagnostics, to help you win, grow & improve products & processes across all channels(including digital) & all stages of customer experience journey.

  • customer service training

  • Digital customer engagement, fulfillment, support & service

The International Customer Service Institute,UK, Dubai & SINGAPORE(ticsi)

Hexagon Consulting's customer service excellence & customer experience management practice leverages a globally accredited bench-marking/certification framework TISSE 2012 from the International Customer Services Institute, UK, DUBAI & SINGAPORE (TICSI).  

TISSE helps organisations develop and enhance its capability to delight customers consistently - a lead indicator for any organisation's success today!

TISSE 2012

The International Standard for Service Excellence (TISSE2012) is the rebranded and updated version of TICSS2010. It remains the most comprehensive global standard specific for service excellence.

5Ps Model

TISSE 2012 promotes a flexible yet measurable customer focused approach based on this 5Ps Service Quality Model to implementing all the elements that make up the delivery of excellent customer service.

  Online Site   Assessment

The Online Site Assessment against the full TISSE2012 Standard enables organisations to easily review their overall customer service performance levels and identify areas for improvement.

TICSI Academy

This is a unique and internationally accredited suite of customer service focused e-learning programmes. The user-centric courses are free and delivered through a range of multimedia channels.

Measure your organisation’s level of Service Excellence by taking the FREE Self Assessment now
— TICSI,UK,DUBAI & SINGAPORE

THE INDIAN CUSTOMER SATISFACTION INDEX- HEXAGON CONSULTING...

CSI has been launched in India,  for  measuring and  benchmarking organisations in India on customer satisfaction, within &  across sectors

Hexagon Consulting has introduced the customer satisfaction measurement & diagnostics in collaboration  and partnership with the globally respected American Customer Satisfaction Index (ACSI), using the ACSI customer satisfaction measurement and diagnostics methodology.

  • This unique measurement  framework enables organisations and companies in India to benchmark all aspects of customer experience with industry peers and eventually with best in class companies in other industries(the measures, benchmarks and diagnostics, will help them improve on end customer satisfaction). 
  • Consumers also benefit by getting an objective & independent end customer satisfaction based measure to benchmark organisations & companies.

Indian customer satisfaction measurement index(ICSI) objectively benchmarks organisations, using a science-based, proprietary methodology of American Customer Satisfaction Index ( ACSI), across broad swath(manufacturing and services) of Indian economy, covering both private and public sector organisations.  

ICSI has started with the Indian banking  sector and over time we plan to cover more industries/sectors.

Below and on other tabs in this website, there is more detail about this unique new measure of organisations,for India

Navigating today's challenging times,require innovative, but simple & pragmatic solutions, tempered with actual experience & domain expertise. 

Leverage our  cutting edge of management expertise, built on the extensive industry experience of our senior consultants, together with our global network of associate consultants, for meeting your broad spectrum consultancy needs & professional services support, including  (i) due diligence, third party independent organisational audits  to identify opportunity areas on the "as is" across organisation structure, procedures, standard operating processes(SOP)s, measures, Key Performance Indicators(KPIs), metrics, performance management practices,(ii) process enhancement & documentation, etc.

For executing our work, we also leverage resources from our centers of excellence across all our practice areas and our other group companies, to support our clients including doing specific research & studies, analytics, financial modelling, review of systems, processes to do the diagnostics & provide practical & grounded recommendations for meeting the organisational goals. We are a 100% cloud company(i.e. use cutting edge cloud based tools for all our work), and also support our client's operational improvement, by use of modern agile easy of implement social-mobile-cloud based technology tools.

We operate across industry sectors, enjoy working on risk mitigation & strengthening compliance processes as well. We are particularly strong  in the services sectors, especially banking, financial services(i.e. BFSI).

Operations enhancement, Risk & Compliance Management, business due diligence,  objective third part independent assessments & diagnostics for business improvement including CX & productivity improvements are some of our core areas of expertise.

BFSI (especially in some important emerging areas like KYC, AML & Core Banking & Lending Operations) & Social Infrastructure such as the education sector are particularly well covered by the experience profile of our consultants.

Driven and passionate with deep domain expertise & successful track records of actually building & operating businesses in volatile environments both in India and multiple countries overseas (in developed and emerging economies), our senior consultants bring innovative state of the art, practical & cutting edge thinking  into the work that we do.

We are committed to the goal of helping organisations succeed and realize their potential. 

 

 

 

SOME OF OUR EXECUTION & consulting STRENGTHS IN allied areas

 enabling Innovation -in today's fast changing world

 Operations & strategy enhancement

• outsourcing/offshoring

Project management

• CX audit and due diligence

• Investment Climate survey and assessment - India entry

 

 General management support & restructuring

• Business, System & data analysis

• Financial Management Analysis

• Risk & compliance management

  • KYC, AML - strengthening
  • Centers of Excellence(COEs) set up