Design-engineered, to create distinction and devotion.
Unify’s Customer Ingenuity services drive customer engagement to a new level. We inform your understanding of the customer experience with voice-of-the-customer and market research. We build on this knowledge with a customer-first approach to help you design products, relationship management systems, customer journeys, and customer lifecycle management capabilities.
Improved personal connection, emotion, and data are driving design of customer experiences. The customer experience has become key in the battle for differentiation. Customer experience management programs are moving from intuitive decision-making to design based on sentiment and behavioral analysis, informing personalization. Successful experiences are breaking down the barriers between functions through data-driven analysis of the customers’ journeys.
Understand the Customer Journey
Track customer journeys by segment to understand opportunities
Assess Root Causes
Use attitudinal surveys, focus groups, behavioral analysis, and interviews to identify top causes of friction or dissatisfaction
Identify, prioritize, and apply improvements
Nurture & Refine
Measure the new customer experience
Make continuous improvements based on insights