Customer Experience Consulting

Creating Exceptional Customer Experiences

We believe that exceptional customer experiences are the cornerstone of sustainable business success. We focus on creating seamless, personalized, and memorable interactions that build lasting customer loyalty and drive business growth.

How We Help

Agent Training & Continuous Development

Equip your team with the skills and tools needed to deliver exceptional service and continuously improve.

AI and Service Automation

Enhance responsiveness and efficiency with cutting-edge AI and automation solutions tailored to your customer service needs.

Customer Advocacy & Referral Programs

Turn your happiest customers into advocates with referral programs that boost organic growth.

Customer Experience Design

Craft exceptional experiences with innovative design strategies that align with customer needs and drive engagement.

Customer Journey Mapping

Map your customer’s journey with precision to uncover touchpoints and create seamless experiences that boost satisfaction and loyalty.

Customer Lifecycle Management

Strategically managing every stage of the customer journey, from acquisition to retention, to maximize lifetime value and satisfaction.

Customer Persona Development

Build detailed profiles of your ideal customers to personalize interactions and enhance your marketing effectiveness.

Customer Retention Strategies

Increase loyalty and repeat business with proven strategies that keep your customers coming back.

Customer Self-Service Solutions

Empower customers to resolve issues independently with user-friendly self-service tools and resources.

Customer Support Excellence Programs

Establish best-in-class support systems that resolve issues quickly and enhance customer satisfaction.

Data-Driven Insights & Reporting

Make informed decisions with actionable insights derived from expert analysis of customer data and behaviour trends.

Digital Engagement & Experience

Drive engagement with innovative digital strategies, from UX design to mobile optimization, ensuring a captivating online presence.

Omnichannel Communication & Integration

Deliver a consistent experience across all platforms with expert integration of physical, digital, and social communication channels.

Predictive Analytics

Anticipate customer needs and preferences with predictive analytics, allowing you to stay ahead in a competitive market.

Sales & Channel Management

Optimizing sales processes, partnerships, and distribution channels to boost efficiency, market reach, and revenue generation.

Strategy and Design

Crafting seamless and enjoyable interactions across all customer touchpoints, ensuring satisfaction and fostering long-term loyalty.

Our Approach

Our approach is a unique blend of deep customer experience expertise and human-centred design principles. We draw insights from a vast array of successful customer experiences across industries, identifying best practices and innovative solutions that deliver exceptional results.

Uncover customer pain points: We conduct in-depth research to understand customer needs, frustrations, and expectations.
Design customer-centric solutions: We develop innovative solutions that address customer needs and create seamless, enjoyable experiences.
Measure and optimize performance: We track key metrics, such as customer satisfaction, loyalty, and Net Promoter Score (NPS), to measure the impact of our interventions and continually improve the customer experience.

Technology-Enabled Transformation

In today's digital world, technology plays a critical role in shaping the customer experience. We leverage cutting-edge technologies to create exceptional customer journeys.

Personalized Interactions

Utilizing AI and machine learning to personalize experiences based on individual customer preferences and behaviours.

Seamless Omnichannel Experiences

Integrating web, mobile, social media, and in-store channels to create a consistent customer journey.

Data-Driven Insights

Leveraging data analytics to gain valuable insights into customer behaviour and preferences.

Automated Customer Service

Implementing chatbots and AI-powered solutions to improve efficiency and provide 24/7 support.

Pathway to Customer Loyalty

Our technology-enabled approach ensures a robust, data-driven pathway to achieving your strategic goals and unlocking transformative results.

Trilogy Software Case Study

77x

Return on Investment

$8.4M

Annual Support Costs Saved

+16%

Increase in CSAT

97%

SLA Compliance Achieved

The Challenge

Trilogy faced high support costs (>$32M), poor SLA compliance (62%), and low CSAT (74%), with a 76% retention rate. Disparate processes across business units created widespread inefficiencies.

The Impact

PMG partnered with Trilogy Software to revolutionize their customer support operations. By centralizing business units and leveraging BPO solutions, PMG implemented strategic initiatives that not only optimized operations but also positioned them for sustained growth and enhanced customer engagement.

Increased customer satisfaction (CSAT) by 16% and boosted customer retention to 88%, resulting in $34.3M of retained Annual Recurring Revenue (ARR).
Drastically reduced annual support costs by $8.4M through operational efficiencies and strategic restructuring.
Achieved 97% SLA compliance, with the average ticket latency reduced to just 15 minutes.
Centralized disparate business units, leveraging BPO solutions for optimized operations and consistent service delivery.

Creating Exceptional Customer Journeys

Our team isn't confined to a single industry; we've assembled a diverse group of experts with a proven track record of success in creating exceptional customer experiences across sectors. This unique blend of experience and expertise allows us to think beyond traditional channels.

Develop innovative solutions by leveraging best practices from diverse industries to craft unique and engaging experiences that delight your customers.
Deliver unparalleled customer-centricity from the collective wisdom of leaders who have successfully built loyal customer bases and driven brand advocacy.

Looking to build world-class customer experiences?

Let us help you develop and execute a winning customer experience strategy that drives business growth and creates lasting customer loyalty.