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Customer Experience.

 C3X Framework
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C3X Framework (AaaS)

Too many manual work or lack of automatic tools? We provide you with a full suite to help you diagnose and determine the gap, monitor and analyze the Customer Experience you’re delivering to your customers within the different Customer Journeys. Reliable and secure cloud environment. Pay only for what you use.

CX Services

Don’t you have enough internal resources but have the intend to deliver and exceptional Customer Experience? Our team provides you all what you need to manage your Customer Experience and Voice of Customer initiatives from end-to-end.

Consulting Services

Do you need some advice on where to start or how to excel? Our team of Customer Experience experts can help you in the design and effectively execution of your Customer Experience Program. Receive specialized training and workshops to retain and attract your best customers through a solid and different value proposition.

Listen to your customers is perhaps the only source of competitive advantage that remains, in a saturated market with low differentiated offering. All companies listen to their customers, some more than others. However, just a few listen to them in a systematic way and consequently act in a regular way to transform their products and services.

Robert Alexander – Chief Customer Officer

What for?

    • Loss of customers.
    • The main factor to retain customers is the price.
    • Customers do not recognize us for the service we provide.
    • Our customer service does not represent an advantage against our competitors
    • It is difficult to attract and acquire new customers.
    • The results of satisfaction surveys are not what was expected.
    • There are results about the level of customer satisfaction, but a detailed analysis of the data is not performed nor the necessary actions are taken to raise the levels of satisfaction.
    • Sometimes the data is analyzed and actions are taken, but it is not validated that the positive impact this causes on satisfaction levels.
    • We do not know what customers think of the company.
    • Customers seem satisfied, but they still leave.
    • We never receive customer complaints or are minimal, we don't understand why customers are upset or threaten us with leaving.
    • We do not understand the importance of listening to customers.
    • We do not measure customer satisfaction, or loyalty, or how much customers are willing to recommend us.
    • Customers aren't aware of the value we deliver to them.
    • People in our company don't know who are the most important customers, nor how they are segmented, nor which are their different needs or requirements.
    • There is no continuity in the actions taken to solve customer problems or concerns.
    • Analyzing the results of customer surveys takes a long time.
    • There are no resources to conduct customer surveys or to analyze the results.
    • People's thinking is that it is normal for customers to complain and not be satisfied.
    • It is thought that it is too expensive to conduct customer surveys.
    • Surveys are conducted using Survey Monkey or other similar applications.
    • There is no process or system for handling complaints and claims.
    • There are no mechanisms to capture the customer's voice systematically.
    • There is no clarity or the customer's journey is completely unknown.
    • There is no clarity or it is unknown what are the different moments of experience that customers have with our company.
    • We do not have the ability to predict whether a customer is vulnerable or at risk.
    • Our processes are not aligned with the needs and requirements of customers.
    • The priority is to have efficient processes, regardless of the impact this may have on the customer experience.
    • Make all people in the organization understand the importance of listening to customers.
    • Have the necessary tools to capture and analyze the Voice of the Customer.
    • Hold workshops or sessions to strengthen and raise awareness about the importance of having a focus on the customers.
    • Implement mechanisms so that the customer can communicate with the company.
    • Implement a Voice of Customer program.
    • Implement a Customer Experience program.
    • Develop an organizational culture focused on the customer.
    • Saving and optimization of resources (Mainly time and money).
    • Customer retention.
    • Attraction of new customers.
    • Expansion of our products and services in current customers.
    • Our clients recognize the value we offer them.
    • Our clients recognize how we help them retain their customers and attract new ones.
    • Our customer service represents an advantage against the competition.
    • Customers seek us for our service, even if we are not the cheapest.
    • Our sales and profit margins improve.
    • We will always be one of the main options for purchasing or contracting services.
Our Solutions

C3X Framework

CLOUD PLATFORM FOR INTELLIGENT CONSULTANCY

C3X is a business framework designed to provide Analysis as a Service (AaaS) that will help you to define your strategy by identifying and analyze what really matters. And like most brilliant things, its effectiveness relies in its simplicity! How does C3X work? By using a set of specialized questions, in an intelligent way and automatic way; C3X determines the gap between the current and the desired state for any organizational dimension.

CX Framework

Prioritization

Determine in which improvement opportunities you should focus first to get the highest benefit or cause the highest impact in the shortest time

CX Framework

Gap Analysis

Discover the gap between where your organization stands versus the industry benchmark or where you would like your organization to be

CX Framework

Risk Maturity Index

Determine how prepared your organization is to manage, reduce, mitigate or eliminate the different business risks that it faces or could face

Dogma C3X Analysis

Complete survey

Customer Experience Solutions.

Specialized products for your Customer Experience Program
Managed Customer Experience Program.

  • Get the VoC by Multiple Channels.
    Dogma Contact Center, Phone Calls, E-mail Messages, Mobile App, Focus Groups, Digital Kiosks, Social Networks.
    Real-time Information.
    Get Real-time monitoring of Satisfaction, NPS, Loyalty, Engagement, WoMI, Brand Evangelist Index with C3X Framework.
    Moments of Experience (MoX).
    Evaluate all contact points between your customers and your organization, with automatic segmentation by Loyalty Matrix.
    Execution Gap and Focus Areas.
    Create Action Plans to reduce Execution Gap focused in areas ranked by relevance and greater impact.
    All Managed Services.
    Customers and Users maintenance, survey loads, survey sendings, personal follow-up, all operational tasks, just get the results!
    • Strategy for systematic VoC.
    • Online/Real time analysis platform.
    • Measures of Satisfaction for defined customer experience moments.
    • Measures of Loyalty, NPS, WoMI (Word of Mouth Index), Brand Evangelist Index - Based on what is strategically valuable to measure.
    • Satisfaction, loyalty, vulnerability and detraction matrixes.
    • Customer Satisfaction comparisson against competitors.
    • Detail of unsatisfied, vulnerable and detractor customers.
    • Identification of improvement areas.
    • Detailed recommendations of improvement actions to take.
    • 1-year free access to online management execution tools: Complaint management, action plans, corrective and preventive actions, among others."

Resources.

Free download tools
Free Innovation Tool
Free E-Book
White Paper
Infographic

Intelligent Consulting Services.

Strategy to create exceptional experiences and business transformation

We help you link the business objectives with the customer experience strategy (CX), and then execute a plan to transform the business to offer new and differentiated experiences for the customer.

    • Determination of the gap between your current state and that of a company with the best customer experience practices.
    • Definition and design of the "Customer journey".
    • Design and implementation of the Customer Experience strategy
    • Development of metrics (KPIs) to measure customer experience.
    • Development and implementation of action plans to improve the customer experience.
    • Development and implementation of a business strategy aligned with the customer experience.
    • Design and development of a business transformation strategy aligned with customer experience.
    • You will have a business strategy aligned with the customer's journey.
    • You will be able to improve and relaunch the organization to support different customer' journeys.
    • You will have the analytical frameworks that justify the continuous improvement of the customer experience.
    • You will know what are the main elements that you must transform in your business to deliver exceptional experiences to your customers and grow your business.
    • Business strategy consulting.
    • Development of customer experience strategy and metrics.
    • Analytics of the customer experience.
    • Consulting of the experience of the employee.
    • Workforce consulting.
    • Innovation consulting.
    • Standard customer experience tools.
    • Strategy to achieve customer engagement.

About Us.

Helping you find what really matters

This is the manner in which our corporation behaves with the public, customers, investors as well as employees. Our target is to be one of the best corporate citizens.

The Staff

Consulting team from three continents

US Office

Arlington VA

UK Office

London, UK

Mission

Avoid indifference by making a difference. We provide world-class tools, techniques and consulting to help our customers maximize and enjoy the benefits of their business and focus on what is really important.

Vision

Make a difference in the way our customers live and do business by assisting them to solve their most critical business problems to leverage sustainable growth until they consider us truly partners.

Values

  • Like “no other” customer experience
  • Ethics, integrity & transparency
  • Innovation
  • Commitment & devotion

Dogma@Work

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