CYBER SECURITY
MACHINE TOOLS
SMART SOLUTIONS
BUSINESS CONSULTING
Total: $1,100.00
Customer experience by design, not by accident.
CX Transformation turns customer experience into a measurable growth lever. We help organizations map and redesign journeys across channels, build CX capability and governance, and enable the right CX technology for consistency and personalization. With VoC insights, omnichannel execution, and clear metrics like NPS, CSAT, and CLTV, we reduce churn, boost loyalty, and improve service outcomes at scale.
Challenges faced by Customer
CX is inconsistent across channels, geographies and touchpoints
Feedback and NPS exist, but don’t drive real decisions or change
No clear roadmap from “today’s CX” to “future, differentiated CX”
CX is seen as a function, not an organisation-wide responsibility
Augmenter’s Solution
Define CX Vision
Define a clear CX ambition aligned to business goals and brand promise
Assess CX Maturity
Assess CX maturity across journeys, data, governance and culture
Prioritise Key Journeys
Prioritise moments that matter across customer and partner journeys
Build CX Roadmap
Build a CX transformation roadmap covering strategy, capability and technology
1. CX Strategy
Know where you are today, and where CX needs to go next.
Maturity Assessment:
- Assess current CX maturity across:
- Vision & governance
- Journeys & processes
- Data, feedback & analytics
- People, skills & culture
- Identify strengths, gaps and quick wins
Future of CX:
- Define your CX ambition and guiding principles
- Articulate signature experiences you want to be known for
- Prioritise journeys, segments and use cases for the next 2–3 years
CX Strategy – Focus Areas:
- CX Strategy – Focus Areas
- Link CX goals with business metrics (retention, NPS, share, profitability)
- Identify priority journeys and moments that matter
- Build a phased CX roadmap with clear initiatives, owners and milestones
2. CX Capability Design
Build the journeys, capabilities and tech that make CX real.
1. CXT – Transformation Journey
- Design data-driven visibility across key commercial and service processes
- Simplify workflows using lean principles and automation
- Move to exception-based management instead of manual case-by-case handling
2. CX Technology
- Identify the CX tech stack across:
- Feedback & survey tools
- CRM & case management
- Analytics & reporting
- Engagement, marketing and service platforms
- Ensure tools are mapped to journeys and use cases, not just departments
- Design a roadmap for CX data, integration and automation
Outcome of CX Capability Design:
- CX becomes an institutional capability, not a one-off project
- Journeys, people and technology work together to deliver the designed experience
- Your organisation can scale CX with consistency and measurement
Key Benefits
Consistent, branded experiences across key journeys and channels
CX initiatives linked directly to measurable outcomes and KPIs
Clear path from current state to future-state CX
CX embedded into how teams work, decide and measure success
Design and deliver customer experiences that drive measurable business impact.
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