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.

 
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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.

 
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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.

Technology implementation

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.