Experience Design That Truly Differentiates.
Experience Design is the practice of designing the user experience with the focus on quality and thoughtfulness. Adopting practices that elevate the customer experience produces a return on investment and provides a steady foundation upon which a Company’s brand can continue to grow. The Eventus strategic consulting team brings talent and experience to enterprises and organizations to lead or supplement Customer Experience initiatives.
Whatever the desired business outcome, with over 300 successful projects completed, across many industries, we collaborate with our clients to improve everything from customer journey roadmaps to full transformational blueprints. Our experts across the full range of operational and technology disciplines contribute to projects that address specific goals (ex. improving quality and customer satisfaction scores) to complete digital and process transformations that lead to better results and lower overall costs.
In a business environment where Customer Experience has become the new battleground for business, a successful customer experience strategy starts with the creation of competitive, sustainable customer experience, engagement and service programs. And they must remain flexible to reflect changing customer expectations, evolving technologies, increasing channels to manage, and opportunities to differentiate through intelligent and insightful interactions. And finally, our solutions go beyond the strategy to reflect how to successfully implement recommendations.
Business leaders across all industries are tasked with one consistent objective, increasing shareholder value. And beyond incremental improvement projects, true competitive differentiation requires a wholistic new way of operating to deliver step function levels of gain. To meet this need, the Eventus team creates strategy and recommendations that will put you in charge of your transformation journey. Whether that transformation includes the implementation of people, process or technology changes, Eventus has the experience to plan, orchestrate, implement and monitor success through the entire transformation.
A journey map is a visualization of the process that a customer goes through in order to accomplish a goal. Those goals could include buying a product, asking a service question or resolving a technical issue. In its most basic form, journey mapping starts by compiling a series of customer actions into a customer lifecycle analysis and into a timeline. Next, the timeline is fleshed out with customer thoughts and emotions in order to create a narrative. This narrative is condensed and polished, ultimately leading to a visualization. We then collaborate with our clients to define improvements that lead to experiences that improve customer retention, repeat business, and positive customer referrals. In addition, we also provide implementation services to ensure that positive customer experience outcomes are realized.
Eventus utilizes a proprietary framework and scoring system established to allow organizations to assess their capabilities and operating maturity vs other best in class organizations. There are 6 major categories in total across people, process and technology with 48 specific areas for analysis including implementation advice and evidence needed for verification of achievement. Eventus consultants work with clients to conduct a full audit of their platforms, productivity tools, processes and people and provide a read-out which helps guide choices on where to make changes, invest and improve operations and business outcomes. With gap analyses, benchmarking against industry best practices, and thorough investigations designed to help our clients serve their customers better, Eventus offers tangible recommendations on everything from more efficient systems to more effective teams.
Whether our client’s goal is to boost profitability, obtain investment to update antiquated systems, or improve the customer experience, Eventus consultants have experience developing and delivering advanced financial models complete with robust scenario, what-if, and ROI analysis capabilities. We collaborate with our client’s team to understand unique business needs, develop custom financial models, and outline a plan to accomplish your goals. The tangible outcome of investment analysis provides business leaders with the support they need to green-light performance improvement projects.
Eventus consultants have years of experience in advanced customer experience, engagement and service approaches, and benefit from exposure to hundreds of methodologies, technologies, successful implementations, and projects, large and small. Our difference? We are a team of former business and operating practitioners coupled with Big 4 consulting experience. We are highly collaborative, and tailor every engagement with our clients to meet their needs, leveraging our proven methods, while respecting their cultures and understanding their objectives. We focus with our clients on positive outcomes, and how to eliminate barriers to achieving those outcomes, and win when our clients win.
True customer engagement is the primary indicator of additional growth and brand loyalty. Eventus consultants have deep domain expertise within the contact center industry, and the broader customer engagement world. By first understanding our clients’ customers view of what a great experience looks like, we can then review the state of these factors compared to current operations and against recognized industry leaders. Our many successful customer engagement projects have led to stronger connections with prospects and customers, driving loyalty and referrals, through all relevant various channels of correspondence. Working with partners, we track, analyze and report on the volume and quality of interactions, including online, chat, social media and voice.
Quality and continuous improvement have become core to the language of all industries. And they are often a fundamental requirement for any organization that wishes to succeed in today’s environment of changing customer expectations, mergers, acquisitions and competition “at the speed of sound”. Eventus only employs consultants who have an in-depth knowledge and broad understanding of the industry they work in. Given our experience and understanding, we deliver operational roadmaps to our clients, tailored to specific needs and desired outcomes. Our efforts with clients lead to extraordinary gains, whether through greater automation, improved workflow, smarter systems integration, better information access, unified reporting or quality assurance programs. By uncovering waste, or new opportunities to generate more revenue to offset operational costs, we drive value to both the top and bottom lines.
Eventus consulting clients have access to solutions architects experienced in combining technologies, processes and people to solve small problems or large challenges. Our architects start with assessments, clearly define problem statements, make recommendations on how to solve those problems, then create final blueprints for strategic and systematic improvements. These architectures lead to better experiences for customers, and often dramatically streamlined ways to deliver, monitor and improve those experiences.
Complex implementation requires discipline to result in successful outcomes. With experts trained by the Project Management Institute, Eventus follows a repeatable path of Initiating, Planning, Executing, Monitoring, and Closing programs to ensure the best possible outcomes. A Continuous Improvement project may need the Lean Six Sigma model of Define, Measure, Analyze, Improve, Control. A Training project may need the Instructional System Design model of Analyze, Design, Develop, Implement, Evaluate. We recognize how important it is to properly structure, initiate, and plan the work before setting a variety of actions in motion, while also organizing, motivating and encouraging cross-functional teams to work in harmony to create and complete programs.
Check Out Our Knowledge Management Paper
Knowledge Management (KM) is the discipline of capturing, developing, sharing, and effectively using organizational knowledge. In the Customer Engagement world, KM is used two primary ways: to drive customer self service capabilities such as customer portals, IVRs and virtual agents; and to make agents more productive by giving them the information they need, when they need it, to close cases faster.
The Eventus strategic consulting team brings talent and experience to enterprises and organizations to lead or supplement Customer Experience initiatives.