We help businesses and brands Get Conversational.
We are a group of practitioners, with a broad set of backgrounds in customer experience, business transformation, change management and technology innovation that have come together through the joy of building cross-functional teams, and helped many brands transform and deliver material business outcomes.
Introduction to Conversational Commerce
Our strategy team will discuss with you consumer and industry trends, evaluate key aspects of current state and identify key outcomes and variables for in-depth assessment. This may include defining key decision criteria for technology investment.
Building a Vision and Roadmap
We co-create a vision for your brand’s unique view on what it means to be a Conversational Business. We bring deep knowledge on consumer trends and messaging to anticipate the evolution of both technology and user needs with strategies developed to help you succeed in becoming a conversational business. Together we define the experience and operations north star against a desired business outcome. This includes a cross-functional assessment of current state and a one day workshop to agree on the vision outline and build a high level roadmap leading to the vision, based on our Conversational Commerce Maturity Model.
Conversational Design and Messaging foundation
We co-build the required building blocks to launch messaging with your team. From conversational design, to call center operations and automation - we will co-create the necessary foundation for experimenting and scaling a conversational modality with customers.
Building blocks may include channel strategy, operational best practices, automation plan and a test & learn mechanism required to get brilliant at the basics. In addition, building a conversational design blueprint and cross-functional execution alignment is key to launch a successful program. Lastly, setting up a governance program office to ensure close collaboration between executive strategy and day to day execution is vital to the success of this transformation.
Making conversations a great experience that all customers can enjoy while reaching high levels of productivity and effectiveness, requires technology investment. Having a vast technology background, we focus on fast iteration and business impact with any technology investment. We have co-created the technology blueprint required to fulfil customer demand, we have implemented the needed integrations to go live, and launched bots and automation to support agents and customer containment.