FIFTH QUADRANT CREDENTIALS DOCUMENT

Transcription

1 FIFTH QUADRANT CREDENTIALS DOCUMENT

2 WHO WE ARE Management consultants Researchers Analysts Educators Established in 1998, Fifth Quadrant Pty Ltd is a Customer Experience Strategy, Design and Research company. We are management consultants, customer experience researchers, customer experience designers, industry analysts, data analysts, change managers, trainers and futurists. From working with organisations over the last 15 years, we know that Board and C-level Executives typically focus on four strategies: Finance; Marketing & Sales; IT & Operations; and Human Resources. At Fifth Quadrant, we believe it is long overdue that Customer Experience Strategy sits rightfully alongside and integrates with these other four strategies. WHAT WE DO Enhance customer experience Drive customer acquisition, retention & yield Optimise operations Reduce operating costs So we re doing something about it. We re bringing a fifth strategy, Customer Experience Strategy, to the strategic planning process. We work across the following channels: We work with our clients to design and operationalise customer experience strategy in order to enhance customer experience, drive revenue through customer acquisition, retention and yield, reduce operating costs and optimise operations across multiple channels. Fifth Quadrant conducts extensive research across the customer experience, contact centre, online, social media and mobility sectors, producing benchmarking reports that underpin our approach to consultancy with evidence-based statistics and analysis. CONTACT CENTRE FACE-TO-FACE ONLINE CORRESPONDENCE Fifth Quadrant also has an online, publishing and social media division providing customer experience professionals with news, insights and research globally. SOCIAL MEDIA VIDEO MOBILE

3 OUR CORE VALUE PROPOSITION Increased value to customer & increased customers value to business Increased revenue from customers Reduced cost to serve Increased profitability per customer Fifth Quadrant delivers an unrivalled level of knowledge, subject matter expertise, data and proprietary methodologies to ensure organisations have highly effective customer experience strategies, models, operations, management and leaders. Different to other management consultancies, we are able to offer an integrated programme including customer research, customer experience design, data modelling, market analysis, diagnostic assessment of operations and technology, strategy development and execution, improvement of operations and education. For our clients we also: 1. Enable them to think differently and navigate the way forward through the rapidly changing consumer and customer experience channel landscape 2. Allow them to realise the inherent value they create for their customers 3. Provide significant growth and development for their people 4. Give them back time The value generated for our clients is: 1. Significantly improved customer experience, value, engagement and loyalty 2. Increased revenue from both inbound and outbound customer interaction channels 3. A reduced cost to serve 4. Increased profitability per customer

4 WHAT IS CUSTOMER EXPERIENCE STRATEGY? Customer Experience Design Multi-channel Strategy Implementation Customer Experience Strategy is a multi-disciplinary programme involving customer experience design, brand and organisational strategy assessment, sophisticated data modelling, operations capability analysis and the configuration of processes, technology and resources across multiple channels in order to optimise an organisation s profitability through enhanced customer experience. WHY IS CUSTOMER EXPERIENCE STRATEGY SO IMPORTANT? Profit Greater Good It is proven that organisations with mature enterprise-wide Customer Experience Strategy deliver higher levels of customer engagement and superior business performance in particular, revenue generation. We also believe that a great Customer Experience has a tangible effect on a person s day and life and that the act of serving someone is one of the most powerful goods an organisation can do. Therefore, Customer Experience is our chosen field, above all else. And compared to the other things organisations do, we believe Customer Experience is the aspect of business that has most meaning and purpose and the element that is most often undervalued for its impact on business performance.

5 MANAGEMENT CONSULTING SERVICES Customer Experience Strategy Development Customer Experience Design Customer Co-Creation Contact Centre Strategy, Establishment & Optimisation Multi-channel Strategy & Implementation Human Resource Management Consulting Technology Consulting Technology & Outsourcing Tender Management CUSTOMER EXPERIENCE RESEARCH Enterprise Customer Feedback Strategy Development Voice of Customer Research Customer Journey Mapping & Personas Employee Engagement Programmes Enterprise Feedback/Management Strategy DATA & ANALYTICS Data Asset Audits & Strategy Big Data Analytics Analytics Consulting Business Performance Analytics Advanced Quantitative Analytics Predictive Analytics 07 Dashboards, Tools, Scorecards OUR SERVICES CUSTOMER EXPERIENCE ANALYSIS Customer Experience Industry Reports Customer Experience Strategy Maturity Audits & Benchmarking Customer Experience Technology Reports Customer Experience Multi-Channel Reports Contact Centre Industry Reports Location Studies & Advice In-client Briefings Events & Unconferences Webinars Whitepapers & Case Studies TRAINING Customer Experience Customer Experience Leadership Development Big Data Analytics Social Media Workforce Management Quality Assurance

6 THE BIG CURRENT TOPICS Currently our engagements with Boards, CEOs and Executive teams revolve around the following topics: Formal Customer Experience Design Methodology Data Modelling and Big Data Strategies for Customer Experience Approaches to Customer Co-Creation Design 07 3 year Technology Roadmaps Multi-Channel Strategy Design 08 The Future Workplace Best Practice Contact Centre Design 09 The new Consumer Power Economy the shifting power balance between organisations & consumers The Rise Of Social Media And Mobility as Customer Interaction Channels

7 A FEW OF OUR CLIENTS BANKING, FINANCE & INSURANCE SOCIAL INNOVATION TECHNOLOGY RETAIL & WHOLESALE GOVERNMENT TELECOMMUNICATIONS & UTILITIES

8 OUR TEAM We are a team of over 50 people including the smartest and most highly engaged subject matter experts who develop amazing proprietary and customised Customer Experience Strategy, Customer Engagement, Operations and Research models and tools. DR. CATRIONA WALLACE CHIEF EXECUTIVE OFFICER KRISTI MANSFIELD MANAGING DIRECTOR STEPHANIE BAUER HEAD OF CUSTOMER EXPERIENCE CONSULTING JENNIFER REDDINGTON HEAD OF CUSTOMER EXPERIENCE RESEARCH AND DATA RONENE CAUCHI SENIOR CONSULTANT & CONTACT CENTRE TRAINER WILLIAM DIEU SENIOR CONSULTANT PHILLIPA BELTRAN SENIOR CONSULTANT 07

9 For more information please contact us: Level 11, 100 Miller Street North Sydney NSW 20 [email protected] ABN: ACN: