Your New Strategic Partner for Customer Experience Consulting and Research Solutions
With the right steps, you can turn your company’s customer experience into its greatest competitive advantage.
Effectively managing customer experience is the key driver of your company’s success.
The experience a company delivers to its customers is among its most strategic business outcomes.
Companies that understand this importance and strategically manage customer experience gain a sustainable competitive advantage by taking the right steps.
Organizations that fail to recognize this reality risk irrelevance or significantly underperforming their potential.
Customer experience management is about strategically, financially, and operationally aligning the experience you deliver with the brand promise that shapes customer expectations.
To achieve sustainable and profitable growth, you must strategically manage customer expectations and effectively execute the operational phase to bring those expectations to life in a profitable way.
By offering a meaningful and differentiated experience, you ensure that your customers purchase your product or service more frequently and at a higher price.
Identify the customer experience model that best suits your business.
Gain a deep understanding of your customers and design the experience from their perspective.
Mobilize internal stakeholders and effectively implement the plan you’ve crafted.
Transform customer-centric actions into a core part of your organizational culture.
We offer a completely new approach with a different perspective.
With our experience in leading strategy teams across diverse sectors, from telecommunications to automotive, banking to digital platforms, we create the most suitable plan for your organization, tailored to your industry.
With our expertise in quantitative, qualitative, and ethnographic research, we ensure that you gain a deep understanding of your customers, while our service design experts help you create customer-centric journeys.
With our operational experience in call centers across digital and physical channels, we continue to provide support during the implementation phase.
Through training, workshops, and employee experience design initiatives, we support your transformation into a customer-centric organization.
Customer Experience Strategy / Action Plan
By analyzing your company, the industry you compete in, and your goals, we define the most suitable customer experience vision for your business and plan the internal transformation.
When you’re ready to begin your customer experience investment, we design the first steps, helping you establish teams and processes.
When you want to turn the existing experience into a competitive advantage, we create the action plan and implement the transformation together.
We carry out all these efforts by combining our strategic and operational experience across different sectors with our expertise in service design and research.
Customer Experience Research & Service Design
We conduct qualitative methods, from ethnographic research to focus groups, with a customer experience focus to help you deeply understand your customers.
We reframe your quantitative research and present the results as actionable consulting outputs, leveraging our customer experience expertise.
We create customer journey maps by combining strategy/customer experience expertise, research, and service design perspectives, transforming them into management tools that generate actionable insights.
We systematize your Voice of the Customer (VOC) processes and ensure the integration of your VOC technology platform with your internal systems.
By combining our service design expertise with corporate management experience, we co-design experiences that customers will find useful, usable, and enjoyable, aligned with your business model and priorities.
Customer Experience Operations & Implementation
We stand by your side as you implement your strategy with our customer experience operations and implementation expertise.
We ensure that the experience across call centers, written channels, and physical touchpoints is structured in the most compatible way with your business and omnichannel experience strategy.
We design the structure that will transform your customer touchpoint services from reactive customer service to proactive customer success.
We provide experience design and implementation tailored to the needs of organizations working with B2B (Business-to-Business) and B2BC (Business-to-Business-to-Consumer/Agency) business models.
We ensure the establishment, training, and support of the team responsible for implementation during the transition process.
Customer Experience Organizational Transformation
We collaboratively design and implement your transformation process into a customer-centric organization.
Through training and workshops tailored for your customer experience teams, management, or the entire company, we increase knowledge and awareness within your organization.
Using customer experience methodologies, we uncover and redesign experiences from your employees' perspective.
How does dbX Consulting work?
We propose the approach that best suits your needs.
−We create the most suitable roadmap for your organization’s maturity level, industry, and business priorities in terms of customer experience, and bring it to life with your team.
We provide the opportunity to work with the best experts at every stage.
−Throughout all projects, you will have the confidence of working directly with a CCXP -certified international customer experience expert.
Depending on the project scope, we bring the best subject matter experts and technology partners to your team.
−We involve our partner subject matter experts, qualitative/quantitative research teams, and technology service providers, or the experts you choose to work with, ensuring that you collaborate with the most qualified professionals at every stage under the management of dbX Consulting.
We take ownership of the project alongside you within your company.
−With strategic management experience gained across the telecommunications, automotive, banking, technology, and research sectors, we ensure that you manage project outcomes with the continuous support of stakeholders and decision-makers within the organization, providing ongoing assistance in internal decision-making processes.
Our projects are not limited to presentations; we remain by your side during the implementation phase as well.
−Our core value proposition is to provide actionable deliverables that trigger corporate action, taking into account the realities of your industry and organization. Unlike standard consulting projects, we go beyond just a presentation. We continue to support you through the implementation of actions, the creation, training, and operationalization of teams that will sustain corporate processes.
TEAM
Gökhan Kaya CCXP
Customer Experience Strategist
Uğur Köseoğlu
Service Designer
Ekin Saçılık
Customer Experience Expert
Özgür Kurtuldu
Quantitative Research Expert
Cevahir Pilpil
Digital Transformation Expert
Barış Kılıç
Operations and Efficiency Expert
Tolga Açan
Omnichannel Strategies Expert
Certificates & Solution Partners
