Customer experience
strategy

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KGC STRATEGY

Evolving customer experiences

How your customers live, work and travel is constantly changing, driving the ongoing evolution of your organization’s customer experience design.

KGC customer experience consulting solutions help your organization to develop agility and a responsiveness to constant change, placing customers at the heart of your offering.

Our team and partners help you understand your customers’ wants, needs, desires and fears and how well your processes, people and technologies are currently responding and meeting their expectations..

We define your customer ambition and turn that into customer experience design transformation. KGC supports your transformation with training, learning and development programs that ensure your leadership and employees play their role in closing the gaps between customer expectations and the current experience.

Our process

1
Vision
2
Strategy
3
Brand values & positioning
4
Customer experience strategy
5
Customer heartbeats
6
Initiatives & capabilities

Driving your organizational success with our leading global partners

OUR UNIQUE APPROACH

Transform your performance with our
proven consultative approach

Meet Our Consultants

Assess

Your situations, challenges and objectives are unique. In the first stage of our partnership, we explore your objectives, existing capabilities and strategic context. We then partner with you to create a bespoke, data-driven training, learning and strategy consulting framework that details our deliverables and how we will support your journey.

Assess

Your situations, challenges and objectives are unique. In the first stage of our partnership, we explore your objectives, existing capabilities and strategic context. We then partner with you to create a bespoke, data-driven training, learning and strategy consulting framework that details our deliverables and how we will support your journey.

Design

We work with you to design the plan, skills and training materials needed to deliver your target outcomes. Collaborating with your teams during this phase is essential so your people co-own and sign up to the resulting plan. When we know the precise resources, time and expertise needed, we create a detailed roadmap that we follow together for the duration of your organizational transformation.

Design

We work with you to design the plan, skills and training materials needed to deliver your target outcomes. Collaborating with your teams during this phase is essential so your people co-own and sign up to the resulting plan. When we know the precise resources, time and expertise needed, we create a detailed roadmap that we follow together for the duration of your organizational transformation.

Deliver and develop

Now we move into the implementation stage, rolling out the plans and activities that will achieve your objectives. Whatever we’re creating together — from training your leaders to assessing your talent — we will work with you to roll it out and customize it to emerging requirements.

Deliver and develop

Now we move into the implementation stage, rolling out the plans and activities that will achieve your objectives. Whatever we’re creating together — from training your leaders to assessing your talent — we will work with you to roll it out and customize it to emerging requirements.

Monitor & Evaluate

No plan fully survives its first stages of implementation – the real world moves too fast. Your success depends on how well we planned for this change during stages 1 and 2, which we do. Through monitoring and evaluation, we support you to quickly adapt your plan and its implementation to better manage any issues or surprises.

Monitor & Evaluate

No plan fully survives its first stages of implementation – the real world moves too fast. Your success depends on how well we planned for this change during stages 1 and 2, which we do. Through monitoring and evaluation, we support you to quickly adapt your plan and its implementation to better manage any issues or surprises.

Review & Update

We help you to review and understand your solution’s performance and the success of the consulting process. Together, we make sure we understand what worked well, and less well, and embrace these lessons in the next cycle of planning and implementation.

Review & Update

We help you to review and understand your solution’s performance and the success of the consulting process. Together, we make sure we understand what worked well, and less well, and embrace these lessons in the next cycle of planning and implementation.

Meet Our Consultants
Strategic management assessments

Working closely with your stakeholders, we analyze your current situation and identify opportunities for organizational transformation that will deliver your strategic objectives.

Our rigorous process evaluates the building blocks and enablers of the strategic management function in your organization, such as processes, technology, organization structure and tools. Together, using strategic planning tools, we identify gaps and improvement opportunities, helping you achieve your organizational objectives.

1
Analyzing your current situation
2
Creating & testing the cases for change
3
Gap analysis & identifying strategic initiatives
4
Prioritizing initiatives & roadmap planning
5
Business case analysis
Strategic planning

With our joint understanding of your strategic context across the full value chain, we support you to develop your organizational strategy and cascade that strategy through your organization.

Following strategic analysis, we build and articulate a corporate strategy with objectives and metrics that confirm your route forward and how your progress is measured. The improvement programs, which may require additional upskilling to deliver, are identified. The strategy cascades across your organization through delegation and internal relationships, each with specific objectives, skills development strategies and KPIs.

1
Strategic analysis
2
Articulating corporate strategy
3
Setting objectives & metrics
4
Identifying improvement programs
5
Cascading the strategy
Business transformation

Achieving your organizational strategy may require more substantial changes to your organizational processes, technology, structure and tools, alongside broadening and deepening skills and capabilities across your leadership and workforce.

Utilizing the optimal blend of our in-house consultants with selected specialists from our 600+ network of expert consultants, we support your transformation with hands-on implementation from change experts embedded within your organization.

Major transformation projects

When the challenges to transform your culture and business and achieve the performance improvement you are targeting are significant, we support you through major organizational transformations.

Creating and implementing learning and development strategies, supported by colleagues throughout KGC, we build the skills and capabilities of your leaders and employees. This can include deploying seconded managers to mentor and coach your leadership at all levels through major transformations, ensuring they are successfully implemented.

Strategy execution

For your organization to benefit from your new strategy, it must be implemented. Our experienced consultants can help you translate strategy into action and impact.

We support you to build the infrastructure and assign the people who are responsible and accountable for implementation. Our team helps you to progressively segment the strategy into achievable and focused activity programs and projects that enable you to drive and measure progress.

1
Establish your strategy execution office & team
2
Establish project/ program/ portfolio management office
3
Manage program, reviewing progress
4
Manage projects, monitoring progress
5
Execute the projects with actionable objectives
Performance management

Monitoring and controlling your strategy and ensuring your organization benefits from improved performance as a result, requires a performance management framework that operates throughout your organization.

1
Establish your performance management framework
2
Define an organizational performance management process
3
Design your performance management system
4
Implement your performance management system
5
Roll out your performance management system

CUSTOMER EXPERIENCE JOURNEY

Mapping your customer’s experience and journey,
enabling customer centricity

Customer experience mapping
Customer blueprint
Customer journey mapping
Organizational process redesign
Project Focus

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CONTACT US

Learn how our customer strategy expertise

can positively transform your end-user experiences



We’re here to find your challenges and turn them into opportunities. Learn how we help steer your organization into the future


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FAQ's

How can we help you

Customer experience is crucial because it directly impacts customer satisfaction, loyalty and business success. A customer’s expectations should be met during every interaction they have with your organization.

Our solutions assist organizations in building agility and responsiveness to changes in customer behavior. They help place customers at the heart of the organization's offering, improving satisfaction and loyalty.

The customer experience journey is the series of interactions and touchpoints that a customer goes through when engaging with an organization. It involves mapping out these interactions to understand the customer's experience and identify areas for improvement.

Customer journey mapping is the process of visually representing and understanding the different stages and touchpoints a customer encounters when interacting with an organization. It helps to identify pain points and opportunities to enhance the customer’s experience.

Organizational process redesign reevaluates and optimizes internal processes to align with customer needs and expectations. By streamlining and improving processes, organizations can enhance the customer experience and deliver greater customer centricity.

Customer heartbeats refer to the key moments or touchpoints that significantly impact the customer's perception of the organization. Identifying and prioritizing these heartbeats allows organizations to focus their efforts on delivering exceptional experiences at critical moments.

KGC provides training and development programs to ensure your leaders and workforce are equipped with the skills to deliver the desired customer experience. This helps to bridge any gaps.
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