Omnichannel Customer Experience
As organizations strive to develop and evolve their digital capabilities, it’s essential that they rethink their customer experience models.
Simply overlaying a digital layer on existing customer journeys and operating models is not enough.
A HOLISTIC APPROACH
Levio accompanies you in the redesign of your B2C and B2B omnichannel customer experiences, including their underlying business processes and technologies.
Our holistic customer experience approach leads to effective and satisfying journeys across all channels and touchpoints.
HOW WE DO IT
Levio is the ideal partner to help businesses navigate the complexities of digital transformation and achieve sustainable growth.
Digital native
Levio was not built on legacy systems, making sure our clients are met with a solution that is right and customized for them.
Data-driven
Levio optimizes decision-making with its clients thanks to a data-driven process.
Industry knowledge
Levio has access to the right IT and industry experts to make your digital transformation as seamless as possible.
Technical Expertise
Levio's technical capabilities are unmatched thanks to its knowledgeable experts.
EXPERTISE & SERVICES
CUSTOMER 360 & LIFECYCLE EXPERIENCES
Enable your organization to improve visibility, take control, measure and optimize your customer lifecycle across all channels, from marketing to sales, post-sale, upsell, community, reviews, and more. We enable you to create the best customer experience in your industry to increase revenue, loyalty and market share.
AI ENABLED EXPERIENCES
We use our longstanding deep AI expertise to add value to customer experiences and business operations. We integrate applied AI solutions with enterprise systems to facilitate hyperpersonalization and improve insights, predictive analysis, targeting, recommendations, and more.
OMNICHANNEL PURCHASES & SUBSCRIPTIONS
Levio creates and optimizes mobile and online buying experiences with a focus on reducing friction, pain points, and abandon carts, to increase conversion rates, upselling, and cross-selling. Where appropriate, we also ensure coherence between digital experiences and in-person experiences.
OMNICHANNEL CUSTOMER SERVICE
As customer care channels grow, businesses must offer both service and self-service wherever customers engage. We help you expand channels and self-service options to provide efficient and scalable support. Throughout this process, we work with you to achieve higher customer satisfaction, increased self-service and upsell conversions, as well as reduced costs, time, and resources per request.
PARTNER EXPERIENCES
Levio designs experiences that increase business velocity with your partners, distributors, and resellers. We improve partner management processes from end-to-end to help you enrich business critical relationships, increase channel loyalty, and expand go-to-market channels.
PARTNER-ENABLED VALUE CHAIN
In B2B2B/C and other similar go-to-market models, parts of your value chain may very well be managed by third parties, yet must be seamless for your end-customers. Levio works with your teams and partners to manage value chain complexity and ensure a smooth, cohesive, and streamlined end-to-end customer experience.
Tailored solutions
Levio’s comprehensive customer experience framework uses a workshop-based process with the participation of key internal stakeholders to conduct a review of the existing situation. This process involves developing and mapping the desired omnichannel strategy with key measurable objectives and business outcomes.
Assessment and diagnosis of existing customer experience
Levio brings a proven approach, templates, and tools to help you understand your existing customer experience and how it must evolve to become an omnichannel experience. We bring industry-specific experts to conduct workshops that feature an aggregated C-suite view of your existing customer journey performance and state of digital readiness.
Our capabilities:
- Map existing channels and customer touchpoints
- Identify friction points and inefficiencies
- Inventory business rules
- Develop key metrics customer experience report card (abandon rates, closing rates, cycle elapse time, repeat business, customer satisfaction index, etc.)
- Assess digital readiness of existing operating model
Definition of buyer/user personas
Using our structured approach, Levio’s customer experience specialists help you segment your key customer behaviours when interacting with your organization while predicting how these clients will respond to changes and the evolution of your customer services model.
In defining your omnichannel customer experience, it’s essential to identify your key customer types and associated customer usual behavioural interactions with you. Through structured workshops with your key internal stakeholders, we will work in collaboration.
Our capabilities:
- Assess customer touchpoint preferences
- Assess and forecast typical customer behaviour, reaction, and satisfaction for existing and planned channels
- Evaluate hurdles in journey (due to business rules, web savviness, etc.)
- Cluster, segment, and document key buyer/user personas
Creation of your omnichannel customer journey map
Adapted to your corporate digital strategy and business outcomes, Levio’s omnichannel customer experience framework brings industry-specific insights as well as “digital outperformers” views of how to create efficient and appealing customer journeys. Equipped with our effective methodology and tools, we help you rally the C-suite around a clear vision of your desired customer experience targets and how to get there.
As new technologies introduce more options to communicate with customers, we must find out and optimize the what, when, where, and how to reach out and engage customers. Armed with a proven workshop-based approach, specific industry insights, and a comprehensive template library, we will lead a team of your internal stakeholders to develop optimal omnichannel customer journey maps essential to your successful digital transformation.
Our capabilities:
- Establish a distinct and optimal journey for each customer/user persona
- Evaluate required changes in your operational model and IT systems to support the new journeys
- Establish a list of initiatives to adapt your business processes and business rules and a prioritized road map to get there
- Develop a balanced scorecard to assess the progress and performance of the new omnichannel customer experience (abandon rates, closing rates, cycle elapse time, repeat business, Net Promoter Score (NPS), and customer satisfaction index, etc.)
