CX Consultancy

As experts in the field of customer experience we don’t just run the programmes end to end. We, as trusted advisors, partner with clients and provide customer experience consultancy to help with strategic findings and insights to activate business change.

Watermelon’s approach to CX

Our CX Consultancy helps clients who already have customer experience management platforms to ensure they are generating a good ROI.

We support with key driver analysis to shape questionnaires, provide methodology reviews and help build APIs. We can design or build customised dashboards and help drive change through statistically sounded insight.

We are happy to manage supplier relationships using our knowledge of CX to help shape customer experience programmes from start to finish to ensure both the inputs and outputs are fit for purpose and delivering real ROI. Our objective is to act as CX conduit to support and help clients with all their CX challenges.

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The benefits of our CX Consultancy

Expectation Management

Our consultants will communicate with you at every step. We provide real-time status updates and are completely transparent in our approach to customer experience management.

Training

Our CX Consultancy is a partnership and training is a key element to the approach. We are on hand through every stage to ensure users are using the full potential of the programme.

Implementation

The implementation of a programme is fundamental to its success. Engaging with stakeholders and road-mapping are just a few of the ways we ensure your customer experience solution launches successfully.

Road-mapping

Our CX consultants will collaborate with you to identify the short and long-term goals and plan how to meet those goals. Our approach is clear, smart and adaptable as we understand how quickly business environments can change.

ROI

CX Consultancy will help you identify where your organisation can make crucial changes to your customer experience management platform to drive ROI. We will make recommendations based on the insight generated from the feedback.

Deployment Support

In addition to ongoing support and training throughout the programme we offer training tools to support effective deployment. We have vast experience at providing end user access and the necessary infrastructure for training users with queries and issues.

Deployment Training

We provide an 8 minute training video and user guide to give all users the ability to self-start and offer webinars and 1-2-1 support where required to ensure all users feel confident. We support over 100,000 end users globally.

User Feedback

All our dashboards are enabled with a user feedback function. This is to gain an understanding of what is required from a user perspective which will make the programme most effective for your users.

Platform Review

As responsible partners we see it as our role to work with clients to evolve the platform. We have a dedicated R&D team who are constantly designing and building new modules. Our consultants will provide regular updates on any advances.

InterACT Customer Communication

Research shows that proactive support from brands to reduce customer effort can have a huge impact on customer loyalty.

Your custom built closed loop feedback system also has the capability to be used for proactive customer communications via SMS.

InterACT is a custom tool to maximise the customer data available and send out personalised messages based on customer activity. Key touchpoints might be updates on tracking orders, appointment reminders or even marketing messages (sales / referral offers).

“The Watermelon team are a fantastic bunch! Very helpful in getting us set up. In very little time we were able to make positive changes to our business... Thank you Watermelon!”

A major high street bank

We build customer and employee engagement platforms. Some of our clients include:

RBS
Barclays
Anglian Water
Legal & General
Westpac
Saga

Get a Demo

Getting you setup on a demo account is as easy as 1-2-3. Just fill out this short form and one of our friendly consultants will get in touch to get the melon rolling!